Re: [rt-users] No open or closed tickets displayed
Hi Kenn, Thanks for your response. The requestors are not set up as privileged users, I was under the impression that they didn't need to be. I tested setting up the requestors as privileged users, but it appeared to give them too many rights by default. You said you grant SeeQueue to everyone globally, wouldn't this allow them to see all queues in the system? I do not want to give users a choice of queues. I also only want users to see tickets on one queue, so I assumed it was better to grant the rights on the queue rather than globally. I will try to find time to experiment with the settings a little more. Thanks again for taking the time to respond, Tim On 11/09/06, Kenneth Crocker [EMAIL PROTECTED] wrote: Tim, Although we would grant the rights a little differently (we usuallygrant SeeQueue along with ShowTicket and grant SeeOutgoingMail to everyone on a global basis), I was wondering if the any of the users(your requestors) are set up as privileged users. If not, then therights you grant to roles won't be applied to them as users.Kenn LBNLTim Hill wrote: Hi, As a summary of what I am trying to achieve, I want users (all on-site) to submit their problems via the self service page, and I want them to be able to see their own open and closed tickets. I do not want them to be able to view anyone else's tickets at this stage. I have spent quite a bit of time reading round on this and I am still having no luck, I can't get the test users submitting a ticket to be able to see their own tickets. The tickets are created and can be dealt with, but users can't see them whether they are open or closed tickets. I have even tried giving the requestor group every right available to see if they could view their open and closed tickets, unfortunately I still couldn't get that to work. When I first submitted a mail regarding this issue, users could see any ticket by typing the ticket number into the goto ticket box, but I have managed to stop this happening, although they can't even get to their own tickets in this way any more. My symptoms appear to be the same as couple of very old mails in the archive http://www.gossamer-threads.com/lists/rt/users/8838?search_string=can%27t%20see%20tickets;#8838 http://www.gossamer-threads.com/lists/rt/users/8252?search_string=can%27t%20see%20tickets;#8252 Although due to the age of these requests it is probably unlikely to be the same issue. I changed the rights based on information in the following thread: http://www.gossamer-threads.com/lists/rt/users/54051?search_string=users%20can%27t%20see%20open%20or%20closed%20tickets;#54051 For some reason I still can't get it to work. My current rights settings are as follows: *Global - Everyone* ModifyCustomField ModifySelf SeeCustomField The following rights are all on the required queue *Everyone * CommentOnTicket CreateTicket ModifyTicket ReplyToTicket SeeQueue *Requestor* ReplyToTicket SeeQueue ShowTicket Watch *Owner* ModifyTicket ReplyToTicket ShowTicket Unfortunately when using these permissions and I create a new ticket with a test user, I get the following message: No permission to view newly created ticket #11. Can anyone help? Or can anyone direct me to any example configs? I spent quite a bit of time on the wiki going through what all the rights do, I have also bought the RT Essentials book but have so far been unable to get it right. Thanks Tim On 17/08/06, *Drew Barnes* [EMAIL PROTECTED] mailto: [EMAIL PROTECTED] wrote: http://wiki.bestpractical.com/index.cgi?Rights Tim Hill wrote: Hi, I installed Ubuntu server (Dapper 6.06), and then followed the instructions at http://howtoforums.net/viewtopic.php?t=48 http://howtoforums.net/viewtopic.php?t=48 http://howtoforums.net/viewtopic.php?t=48 regarding how to set up RT. The software used (Request-Tracker3.4, Apache2, Postfix PostgreSql-7.4) were all installed from packages. I have logged onto RT as root and created a couple of users, I have also created a test queue. The users I have set up can see the general queue and the test queue. They can create issues which successfully appear on the system, although it is at this point that I run into problems. The users can't see any of their open or closed tickets, but they can see any ticket if they enter the ticket number in the search box. Has anyone seen this (or a similar) problem before? Have you got any ideas about what I may need to look at? Please let me know if I need to provide any other information and I will try to get it asap. Thanks, Tim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes
Re: [rt-users] No open or closed tickets displayed
Hi, As a summary of what I am trying to achieve, I want users (all on-site) to submit their problems via the self service page, and I want them to be able to see their own open and closed tickets. I do not want them to be able to view anyone else's tickets at this stage. I have spent quite a bit of time reading round on this and I am still having no luck, I can't get the test users submitting a ticket to be able to see their own tickets. The tickets are created and can be dealt with, but users can't see them whether they are open or closed tickets. I have even tried giving the requestor group every right available to see if they could view their open and closed tickets, unfortunately I still couldn't get that to work. When I first submitted a mail regarding this issue, users could see any ticket by typing the ticket number into the goto ticket box, but I have managed to stop this happening, although they can't even get to their own tickets in this way any more. My symptoms appear to bethe same as couple of very old mails in the archive http://www.gossamer-threads.com/lists/rt/users/8838?search_string=can%27t%20see%20tickets;#8838 http://www.gossamer-threads.com/lists/rt/users/8252?search_string=can%27t%20see%20tickets;#8252 Although due to the age of these requests it is probably unlikely to be the same issue. I changed the rights based on information in the following thread: http://www.gossamer-threads.com/lists/rt/users/54051?search_string=users%20can%27t%20see%20open%20or%20closed%20tickets;#54051 For some reason I still can't get it to work. My current rights settings are as follows: Global - Everyone ModifyCustomFieldModifySelf SeeCustomField The following rights are all on the required queue Everyone CommentOnTicketCreateTicketModifyTicketReplyToTicket SeeQueue Requestor ReplyToTicketSeeQueueShowTicketWatch Owner ModifyTicketReplyToTicketShowTicket Unfortunately when using these permissions and I create a new ticket with a test user, I get the following message: No permission to view newly created ticket #11. Can anyone help? Or can anyone direct me to any example configs? I spent quite a bit of time on the wiki going through what all the rights do, I have also bought the RT Essentials book but have so far been unable to get it right. Thanks Tim On 17/08/06, Drew Barnes [EMAIL PROTECTED] wrote: http://wiki.bestpractical.com/index.cgi?Rights Tim Hill wrote: Hi, I installed Ubuntu server (Dapper 6.06), and then followed the instructions at http://howtoforums.net/viewtopic.php?t=48 http://howtoforums.net/viewtopic.php?t=48 regarding how to set up RT. The software used (Request-Tracker3.4, Apache2, Postfix PostgreSql-7.4) were all installed from packages. I have logged onto RT as root and created a couple of users, I have also created a test queue. The users I have set up can see the general queue and the test queue. They can create issues which successfully appear on the system, although it is at this point that I run into problems. The users can't see any of their open or closed tickets, but they can see any ticket if they enter the ticket number in the search box. Has anyone seen this (or a similar) problem before? Have you got any ideas about what I may need to look at? Please let me know if I need to provide any other information and I will try to get it asap. Thanks, Tim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com--Drew BarnesApplications AnalystRaymond Walters CollegeUniversity of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] No open or closed tickets displayed
Hi, I installed Ubuntu server (Dapper 6.06), and then followed the instructions at http://howtoforums.net/viewtopic.php?t=48 regarding how to set up RT. The software used (Request-Tracker3.4, Apache2, Postfix PostgreSql-7.4) were all installed from packages. I have logged onto RT as root and created a couple of users, I have also created a test queue. The users I have set up can see the general queue and the test queue. They can create issues which successfully appear on the system, although it is at this point that I run into problems. The users can't see any of their open or closed tickets, but they can see any ticket if they enter the ticket number in the search box. Has anyone seen this (or a similar) problem before? Have you got any ideas about what I may need to look at? Please let me know if I need to provide any other information and I will try to get it asap. Thanks, Tim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
