[rt-users] No open or closed tickets displayed

Tim Hill timatqems at gmail.com
Fri Sep 8 10:27:12 EDT 2006


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 <barnesaw at ucrwcu.rwc.uc.edu> 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: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
> --
> Drew Barnes
> Applications Analyst
> Raymond Walters College
> University of Cincinnati
>
>
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