[rt-users] RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal

[Kevin Falcone]

On Mar 23, 2009, at 7:31 PM, Gregor Huber wrote:

> Looks like we have two unanswered posts on this same topic.  Is  
> anyone integrating RTFM and RT for external facing consumption in  
> the self help portal?
>
> Am I going to have to get off my RT platform?  Please say no.   
> Mayday Mayday Mayday... Can someone point me in the right direction  
> if possible?  I've already read the manual :-)

I actually replied to your post 3 hours before this question

On Mar 23, 2009, at 4:34 PM, Kevin Falcone wrote:
> On Mar 20, 2009, at 6:38 PM, Gregor Huber wrote:
>
>> Summary:  Installed RTFM.  I can see RTFM and add articles as
>> privileged user.  An unprivileged user cannot see RTFM articles
>> after enabling RTFM_TicketCreate.
>
> Seeing articles during ticket creation/reply is only supported in the
> full RT interface (privileged users) not the
> Self Service interface (unprivileged).
>
> I'd probably take a patch for this, but i'd have to think about it a
> bit more.



-kevin

> -----Original Message-----
> From: Gregor Huber
> Sent: Friday, March 20, 2009 3:38 PM
> To: 'rt-users at lists.bestpractical.com'
> Subject: RE: RTFM_TicketCreate unprivileged users cannot see  
> Articles in RT self help portal
>
> Hello All,
> Has anyone any experience on this?  Please help if possible :-)
>
> -----Original Message-----
> From: Gregor Huber
> Sent: Wednesday, March 18, 2009 7:14 PM
> To: 'RT-Users at lists.bestpractical.com'
> Subject: RTFM_TicketCreate unprivileged users cannot see Articles in  
> RT self help portal
>
> Sorry to bother.  I think this might be user error since I did not  
> see much posted under this subject.  Help would be appreciated.
>
> Summary:  Installed RTFM.  I can see RTFM and add articles as  
> privileged user.  An unprivileged user cannot see RTFM articles  
> after enabling RTFM_TicketCreate.
>
> Have RTFM 2.4.1 & RT 3.8.2
> Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/ 
> plugins/RT-FM/RTFM_Config.pm (did not work)
> Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/ 
> RT_SiteConfig.pm (saw this as possible solution)
> Put debug line "system echo hello > /tmp/test" into RTFM_Config.pm  
> and verified file was being hit.
> Added ShowArticle in  http://rt ->RTFM->Configuration->Global->Group  
> Rights -> Unprivileged -> ShowArticle
>
>
> After each step above I did do the following:
> Rm -rf /var/www/html/rt3/var/mason_data/*
> /etc/init.d/httpd restart
>
> Thanks!
>
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