Is it possible that your RT configuration has non-identical global rights for owners and requestors (Admin > Global > Group Rights)?
On Thu, 5 Mar 2015 at 00:10 <elif...@free.fr> wrote: > Hello Alex, > Many thanks for you answer : > ------------------------------ > > > Have you considered setting these users up as privileged instead, with > minimal rights? > > This is not what we want, but I've done it for some tests just to check, > and the problem is the same. > > I've come to the conclusion that even when the Requestor role is granted > all the rights (general and for staff, at queue level), the privileged > requestor does not see in the ticket the specific statuses from the > lifecycle of the queue. > > The owner role, same rights, same ticket, the owner sees in the ticket the > specific statuses of the lifecyle. > > Thanks again, > Elisabeth > > > On Sat, 28 Feb 2015 at 01:31 <elif...@free.fr> wrote: > >> Hello, >> >> On our RT 4.2.6, I created a lifecycle "support" with specifics status, >> which is working fine. >> >> The requestor is unprivileged, but is granted the right ModifyTicket >> (globally), and ShowTicket, Watch and ReplyToTicket on the queue. The queue >> has the "support" lifecycle. >> >> On SelfService interface, the requestor sees his ticket, can display it, >> can reply, and can modify the status : but the status are not the ones of >> the lifecycle "support", but the one of the default lifecycle ! >> >> I made a test as a requestor and changed to status stalled which does not >> exist in the lifecyle "support". Now, as a superuser I cannot change the >> status at all, there's only stalled an stalled (unchanged) listed ! >> >> I've been searching for quite a long time, but now I can't figure out >> what is going wrong. >> >> The second point is that I intended to add a ResolveRight to the >> lifecycle "support" to allow unprivileged requestors to resolve their >> tickets via the SelfService interface. I'm wondering now if it's possible. >> >> Thanks for your help again, >> Elisabeth >> >> >> >> >
