Re: [rt-users] Adding users
On 7 Nov 2011, at 00:11, Jim T jimmers.in...@gmail.com wrote: Hello, I have to add about 80 users to RT. These will be unprivileged users that will use the SelfService link to create tickets. I have succesfully imported the users directly into MySQL on a test system with phpMyAdmin. However I can't find where to Allow this user to access RT in any of the db fields. Does anybody know how I can achieve this? Regards, Jim Do it using one of the APIs rather than interfacing with the DB directly. It's generally a bad idea to do this unless you have a full understanding of the schema, and it sounds in this case like you don't. I can share some code examples if needed. -- Richard Clark rich...@fohnet.co.uk RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Adding users
On 7 Nov 2011, at 01:45, Jim T jimmers.in...@gmail.com wrote: Hi Stuart, Thanks for the reply, I'd just managed to figure it it out. Never used the API, but sounds like I should should. Can you offer any pointers? Regards, Jim Here's a script that I wrote a while ago: git://gist.github.com/1344505.git -- Richard Clark rich...@fohnet.co.uk RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] RT 4.0 and FastCGI (fcgid) problem
Hi all, after some problems (CPU hungry) with my RT's modperl installation, i decide to try with FastCGI. After got fcgid module, enable it, and recompile RT to use fastcgi (keeping modperl) as a backend: # make upgrade /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi --with-modperl2 --with-standalone i modify my default-ssl site configuration on Apache2 as follow: IfModule mod_ssl.c VirtualHost _default_:443 ServerAdmin webmaster@ DocumentRoot /opt/rt4/share/html Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/ ScriptAlias / /opt/rt4/sbin/rt-server.fcgi/ Location / Order allow,deny Allow from all Options +ExecCGI AddHandler fastcgi-script fcgi /Location but, when i try to load RT web page, i got a: Not Found The requested URL / was not found on this server. Apache/2.2.16 (Debian) Server at Port 443 and, on error.log: [Mon Nov 07 11:31:57 2011] [error] File does not exist: /opt/rt4/sbin/rt-server.fcgi/ i did several tries, cheching permissions and so on, but unsuccessfully. If i modify ScriptAlias as: ScriptAlias /rt /opt/rt4/sbin/rt-server.fcgi/ i got: You're almost there! You haven't yet configured your webserver to run RT. and if i try loading http:///rt i receive a 404 and a File does not exists in error log Any hint ? Thanks, Michele -- Michele Pinassi Servizio Reti, Sistemi e Sicurezza Informatica Università degli Studi di Siena tel: 0577.(23)2169 https://sites.google.com/a/unisi.it/o-zone/ signature.asc Description: OpenPGP digital signature RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Adding users
Thank you both Richard and Stuart. On Mon, Nov 7, 2011 at 9:08 AM, Richard Clark n...@fohnet.co.uk wrote: On 7 Nov 2011, at 01:45, Jim T jimmers.in...@gmail.com wrote: Hi Stuart, Thanks for the reply, I'd just managed to figure it it out. Never used the API, but sounds like I should should. Can you offer any pointers? Regards, Jim Here's a script that I wrote a while ago: git://gist.github.com/1344505.git -- Richard Clark rich...@fohnet.co.uk RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Adding users
On 11/06/2011 07:11 PM, Jim T wrote: I have to add about 80 users to RT. These will be unprivileged users that will use the SelfService link to create tickets. I have succesfully imported the users directly into MySQL on a test system with phpMyAdmin. However I can't find where to Allow this user to access RT in any of the db fields. Does anybody know how I can achieve this? As others have said, but I want to stress: don't users directly in the DB. Besides flags like Disabled, you'll also probably miss the acl equivalence group, group membership records, cached group membership records, etc. Things will behave very poorly with that information missing. If you've already done this on a production system where you can back out the changes, please run rt-validator which may be able to fix some of the problems. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Adding users
I have a question then regarding this. We are at the point now we are ready to move our 3.8.6 database to our 4.0.2 installation. I am using LDAP authentication in the new install, but it was not being used in the 3.8.6 install. At some point in the past, the group here imported ALL LDAP users into MySQL so that accounts would already be created for them. I had planned to go in and run a sql script I have put together to delete all MySQL local users (except for a few in IT, and the needed Nobody, RT_System, root, etc.) directly. Can someone point me in a 'better' way to do this using the API? These are all unprivileged users, and maintaining history correlation for the accounts in which I will remove is not an issue (e.g. it is ok that old tickets will not have an owner associated with them). -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Monday, November 07, 2011 8:46 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Adding users On 11/06/2011 07:11 PM, Jim T wrote: I have to add about 80 users to RT. These will be unprivileged users that will use the SelfService link to create tickets. I have succesfully imported the users directly into MySQL on a test system with phpMyAdmin. However I can't find where to Allow this user to access RT in any of the db fields. Does anybody know how I can achieve this? As others have said, but I want to stress: don't users directly in the DB. Besides flags like Disabled, you'll also probably miss the acl equivalence group, group membership records, cached group membership records, etc. Things will behave very poorly with that information missing. If you've already done this on a production system where you can back out the changes, please run rt-validator which may be able to fix some of the problems. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Adding users
On 11/07/2011 09:52 AM, Izz Abdullah wrote: I have a question then regarding this. We are at the point now we are ready to move our 3.8.6 database to our 4.0.2 installation. I am using LDAP authentication in the new install, but it was not being used in the 3.8.6 install. At some point in the past, the group here imported ALL LDAP users into MySQL so that accounts would already be created for them. I had planned to go in and run a sql script I have put together to delete all MySQL local users (except for a few in IT, and the needed Nobody, RT_System, root, etc.) directly. Can someone point me in a 'better' way to do this using the API? These are all unprivileged users, and maintaining history correlation for the accounts in which I will remove is not an issue (e.g. it is ok that old tickets will not have an owner associated with them). Why do you want to remove the users? If you must, shredder is the way to go and will handle database integrity. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Adding users
I want to remove them because somehow, they ended up with really odd permissions which enable them as privileged. I can't see this via the UI, but it is confirmed when I look at the schema in mysql. So it has been decided to remove them. I have tried the Shredder and even after doing that, the user still exists. The old database was duct taped so much I am unsure of why some things happen the way they do, but they do. I'm just the cleaner. =) -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Monday, November 07, 2011 9:25 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Adding users On 11/07/2011 09:52 AM, Izz Abdullah wrote: I have a question then regarding this. We are at the point now we are ready to move our 3.8.6 database to our 4.0.2 installation. I am using LDAP authentication in the new install, but it was not being used in the 3.8.6 install. At some point in the past, the group here imported ALL LDAP users into MySQL so that accounts would already be created for them. I had planned to go in and run a sql script I have put together to delete all MySQL local users (except for a few in IT, and the needed Nobody, RT_System, root, etc.) directly. Can someone point me in a 'better' way to do this using the API? These are all unprivileged users, and maintaining history correlation for the accounts in which I will remove is not an issue (e.g. it is ok that old tickets will not have an owner associated with them). Why do you want to remove the users? If you must, shredder is the way to go and will handle database integrity. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Adding users
On 11/07/2011 10:31 AM, Izz Abdullah wrote: I want to remove them because somehow, they ended up with really odd permissions which enable them as privileged. I can't see this via the UI, but it is confirmed when I look at the schema in mysql. So it has been decided to remove them. I have tried the Shredder and even after doing that, the user still exists. The old database was duct taped so much I am unsure of why some things happen the way they do, but they do. I'm just the cleaner. =) It sounds like they were added improperly the first time, however they were imported. Have you looked at the individual admin user pages at Let this user be granted rights checkbox? Shredder reports success even though the user still exists? Can you send details? Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] REST user
On Sat, Nov 05, 2011 at 03:50:03PM +, Ram Moskovitz wrote: On Fri, Nov 04, 2011 at 05:37:25PM +, Ram Moskovitz wrote: I'm using the REST interface as a gateway between my web-app and RT. It's pretty close to done - the one thing I'm having a problem with is assuming the requestor's identity when adding correspondence. By way of example: 1 User logs in to web-app and fills out a support request form 2 web-app uses REST account to create ticket OBO of user (set's the requestor to be the actual customer's email addres) all the normal RT mails go out to the requestor 3 Any time the user comes to check on the status of their ticket(s) the web-app uses the REST account to query RT and provide a subset of the ticket info back 4 User may then 'add-correspondence' to the ticket via the web-app in which ase the app uses the REST account to add the correspondence to the ticket. The problem is that the correspondence shows that it was added by the REST user - is there a reasonable way around this? Not unless you can log in as the user via the REST interface. The Perl API allows you to load the ticket as a user and Correspond as them. I assume our SelfService interface wasn't sufficient for your needs? So far you've listed features it has, and it handles Correspondence correctly. -kevin I can have the web-app login as the user via the REST interface in theory. Currently the users are auto-created and unprivileged - does that have to change? You just have to ensure that they have sufficient rights, probably by granting them to the Requestors role. As for using the native RT self-service web interface - I don't want to frame it with-in my app and I don't want to swizzle my app through RT. pgpvppV5sbPHy.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Entering Multiple Select Items in a Custom Field through REST Interface
On Mon, Nov 07, 2011 at 12:54:57PM +1100, gekkoman wrote:
have tried multiple variations on this theme to no avail.
I suspect a delve into the code base will be required.
My best guess is this feature is not yet supported.
One would be fine with this, except for the fact that if one edits the
ticket at a later stage it by default deletes the custom entry field of
content which is not ok.
As far as I know, the test suite has had tests for multiple value CFs
for a while. If you believe you've found a bug, a patch extending
t/web/command_line.t would be really helpful.
-kevin
sorry, noticed the syntax doesn't make sense O_o
Should be more like this:
set CF-'Field A'='item 1','item 2','item 3'
-- Bart
2011/11/6 Bart b...@pleh.info
Hi,
I don't really have a setup where I can test this but you've mentioned
that the REST interface returns comma delimited list, have you tried
entering the CF value with a comma delimited entry? Something like this:
CF-'Field A': 'item 1', 'item 2', 'item 3'
When I have some time I'll see if I can test this in my testing
environment.
-- Bart
2011/11/5 gekkoman gekko...@illimitable.com
Greetings,
Is this possible?
I can populate the custom field easily enough through the REST
interface
with the CF.{field name} format.
Don't seem to be able to resolve this back to selections in a multiple
entry CF.
The REST interface itself returns comma delimited list when displaying
a
ticket with a multiple item CF selection, so it seems sensible to be
able to pass the same result back to RT and have it yield the original
result. This does not appear to work.
More appropriate may be the ability to pass repetitive key definitions
eg
CF.{field name A}: Select Item 1
CF.{field name A}: Select Item 2
..
Regards
Tarek
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Re: [rt-users] Adding users
There is NOT a check on the individual user admin page for 'Let this user be granted rights'. What details would you like about the Shredder? Basically, I go to the Shredder, input the object as user, pull up the user and shred. Then if I query the shredder again, the account is still there and I am able to click on the user account to get to the user admin page. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Monday, November 07, 2011 9:37 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Adding users On 11/07/2011 10:31 AM, Izz Abdullah wrote: I want to remove them because somehow, they ended up with really odd permissions which enable them as privileged. I can't see this via the UI, but it is confirmed when I look at the schema in mysql. So it has been decided to remove them. I have tried the Shredder and even after doing that, the user still exists. The old database was duct taped so much I am unsure of why some things happen the way they do, but they do. I'm just the cleaner. =) It sounds like they were added improperly the first time, however they were imported. Have you looked at the individual admin user pages at Let this user be granted rights checkbox? Shredder reports success even though the user still exists? Can you send details? Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Adding users
I should be more specific about users still being 'privileged': The user is not fully privileged but somehow they remain a member of some odd group (not user created, not on purpose anyway, nor system) to where they are able to bypass security measures to view tickets outside of the General queue and create tickets outside of the General Queue. If I remove the check from 'let user be granted rights' then MOST rights are revoked, but there is some queue setting in a group deep inside of mysql that allows them to do things they should not be able to do. If it is a new user (post-previous import) then everything works as I have coded it. As for the Shredder, I could have been wrong by not knowing the ins and outs. I have had to up the dependencies in the site config file to 100,000 to allow for some users to be removed. I think this will work, but I have 800+ users I will need to do this to, and the first user I tried this on in test is taking, still in progress, over 5 minutes. I was receiving 'dependency limit has been reached', which by the way there is a typo in the spelling on the webUI. =) After increasing the dependency value a few times, finally to 100,000, it is running, but slow to complete, if not hung. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Izz Abdullah Sent: Monday, November 07, 2011 9:46 AM To: 'Thomas Sibley'; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Adding users There is NOT a check on the individual user admin page for 'Let this user be granted rights'. What details would you like about the Shredder? Basically, I go to the Shredder, input the object as user, pull up the user and shred. Then if I query the shredder again, the account is still there and I am able to click on the user account to get to the user admin page. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Monday, November 07, 2011 9:37 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Adding users On 11/07/2011 10:31 AM, Izz Abdullah wrote: I want to remove them because somehow, they ended up with really odd permissions which enable them as privileged. I can't see this via the UI, but it is confirmed when I look at the schema in mysql. So it has been decided to remove them. I have tried the Shredder and even after doing that, the user still exists. The old database was duct taped so much I am unsure of why some things happen the way they do, but they do. I'm just the cleaner. =) It sounds like they were added improperly the first time, however they were imported. Have you looked at the individual admin user pages at Let this user be granted rights checkbox? Shredder reports success even though the user still exists? Can you send details? Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Custom search based on full months
Thank you for your response Kevin. I am not seeing anything that looks like it might help me out. What I am looking for is a custom search that is based on the current month by name/number. I don't care about the month as -30 day. I just want something available to have a select that shows this month and last month so customers can see their queue and what was worked on during a certain billing cycle. Is this even possible? -- Scott Benson System Administrator | A1 Networks Voice: 707-703-1043 For support issues please email supp...@a-1networks.com or call 707-703-1050 On 11/3/11 10:12 AM, Kevin Falcone wrote: On Thu, Nov 03, 2011 at 09:20:14AM -0700, Scott Benson wrote: I am looking to use RT's ticket search feature to show tickets that were created this month, ie November 1st - November 30th. Also another search for last month. we don't want anything that is - 30 day or - 1 month. We're trying to setup a dashboard that shows customers what is being worked on this month, and what was worked on last month. btw this is in RT 3.8.8. Thanks in advance. Those are all parsed by Time::ParseDate, so anything it can handle we can use: https://metacpan.org/module/Time::ParseDate -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Emptying the reply to a ticket
With a hack yes. Grep for QuoteTransaction. Regards, Ruslan. From phone. 04.11.2011 17:44 пользователь Giuseppe Sollazzo gsoll...@sgul.ac.uk написал: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi, I know this might sound a weird request, but I've noticed two types of behaviour when Replying in RT. In the first, when I click on Actions-Reply I get an empty text field. In the second, when I click on Reply on one of the history items, I get that item quoted. Is it possible to disable the quoting, and have both replies to generate just an empty text field? Thanks, Giuseppe - -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJOs/omAAoJEAqigArPBfJXPzYH/jG2hsDxFvJSyRZbTXmEENQE AmnsZXigR75EDoWqSg0pDO9F2mxqVRcXxrrJdSuwyqxEIu+UovlDAgPbh4iC9Cq7 BSehJr7stpuAV+V4VQSM2Wl9ynjD2CJXs23F93RMfqGydxdywBjHfEPBSY+Kp3OV xK8PhbPe2pzDqphXHLmZPlZJHfP7ef8GO7p2OBA4Nn9psgfYQQjdvPC7KqTn4Xyt 7mtZeoNziYDmVgtWzWuFxSmSUi5ZGfhwtgy03NHArlwxuT9WB5NFMWJZC/n5mjgd PCDYrYnret4ds7pVXeycJOqRreeGo41zhqCL9ZUjcJlXvWyNK+LgJbreZ0dzQQI= =xccc -END PGP SIGNATURE- RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Custom search based on full months
Patch module mentioned by Kevin. Regards, Ruslan. From phone. 07.11.2011 22:09 пользователь Scott Benson sben...@a-1networks.com написал: Thank you for your response Kevin. I am not seeing anything that looks like it might help me out. What I am looking for is a custom search that is based on the current month by name/number. I don't care about the month as -30 day. I just want something available to have a select that shows this month and last month so customers can see their queue and what was worked on during a certain billing cycle. Is this even possible? -- Scott Benson System Administrator | A1 Networks Voice: 707-703-1043 For support issues please email supp...@a-1networks.com or call 707-703-1050 On 11/3/11 10:12 AM, Kevin Falcone wrote: On Thu, Nov 03, 2011 at 09:20:14AM -0700, Scott Benson wrote: I am looking to use RT's ticket search feature to show tickets that were created this month, ie November 1st - November 30th. Also another search for last month. we don't want anything that is - 30 day or - 1 month. We're trying to setup a dashboard that shows customers what is being worked on this month, and what was worked on last month. btw this is in RT 3.8.8. Thanks in advance. Those are all parsed by Time::ParseDate, so anything it can handle we can use: https://metacpan.org/module/**Time::ParseDatehttps://metacpan.org/module/Time::ParseDate -kevin RT Training Sessions (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html ) * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html ) * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Custom search based on full months
On Mon, Nov 07, 2011 at 11:08:48AM -0800, Scott Benson wrote: Thank you for your response Kevin. I am not seeing anything that looks like it might help me out. What I am looking for is a custom search that is based on the current month by name/number. I don't care about the month as -30 day. I just want something available to have a select that shows this month and last month so customers can see their queue and what was worked on during a certain billing cycle. Is this even possible? Unfortunately, as I mentioned in the previous email, it's dependent on the featureset of ParseDate, so you'd need to know if they support it. We support a number of grouping by month things, but that's for charting not for searching. -kevin On 11/3/11 10:12 AM, Kevin Falcone wrote: On Thu, Nov 03, 2011 at 09:20:14AM -0700, Scott Benson wrote: I am looking to use RT's ticket search feature to show tickets that were created this month, ie November 1st - November 30th. Also another search for last month. we don't want anything that is - 30 day or - 1 month. We're trying to setup a dashboard that shows customers what is being worked on this month, and what was worked on last month. btw this is in RT 3.8.8. Thanks in advance. Those are all parsed by Time::ParseDate, so anything it can handle we can use: https://metacpan.org/module/Time::ParseDate pgpJ7UkJoRvua.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] REST
I'm using the REST interface as a gateway between my web-app and RT. It's pretty close to done - the one thing I'm having a problem with is assuming the requestor's identity when adding correspondence. By way of example: 1 User logs in to web-app and fills out a support request form 2 web-app uses REST account to create ticket OBO of user (set's the requestor to be the actual customer's email addres) all the normal RT mails go out to the requestor 3 Any time the user comes to check on the status of their ticket(s) the web-app uses the REST account to query RT and provide a subset of the ticket info back 4 User may then 'add-correspondence' to the ticket via the web-app in which ase the app uses the REST account to add the correspondence to the ticket. The problem is that the correspondence shows that it was added by the REST user - is there a reasonable way around this? Not unless you can log in as the user via the REST interface. The Perl API allows you to load the ticket as a user and Correspond as them. I assume our SelfService interface wasn't sufficient for your needs? So far you've listed features it has, and it handles Correspondence correctly. -kevin I can have the web-app login as the user via the REST interface in theory. Currently the users are auto-created and unprivileged - does that have to change? You just have to ensure that they have sufficient rights, probably by granting them to the Requestors role. Will they need to be privileged or have passwords to be usable via REST? RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] REST
On Mon, Nov 07, 2011 at 08:14:13PM +, Ram Moskovitz wrote: I can have the web-app login as the user via the REST interface in theory. Currently the users are auto-created and unprivileged - does that have to change? You just have to ensure that they have sufficient rights, probably by granting them to the Requestors role. Will they need to be privileged No, but you will need to tell RT that unprivileged users can reach the REST endpoint using the SelfServiceRegex config or have passwords to be usable via REST? Yes - otherwise how would you log in as them? Also, your mail client appeared to pick a new subject and break threading. -kevin pgphJmfyxMVaH.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
