Thanks for your reply.<br><br>Actually I was wondering if this could be done by configuring RT itself. It would be more secure that way. If it is not configurable through RT I think this would be a major drawback! It would be much more professional if my clients logon to a self services portal and use it to send their tickets. Having RT automatically create new users as watchers each time a client uses a new name/email in the requestor field is nonsense! Moreover, the user gets an error saying that he has no permissions to view the ticket since I have only given the requestor the permission to view the ticket and in our case, the requestor is not the person logged on to RT because he used another name/email in the requestor field. I might have perceived the system wrongly but this is the conclusion I came up with. If anyone has other ideas please let me know.
<br><br><br>Mustafa Badawi<br><br><div><span class="gmail_quote">On 2/21/06, <b class="gmail_sendername">Ben Robson</b> <<a href="mailto:ben.robson@classicblue.com.au" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">
ben.robson@classicblue.com.au</a>> wrote:</span>
<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<div dir="ltr">
<div dir="ltr"><font color="#000000" face="Arial" size="2">This link might be of help:
<a href="http://www.htmlhelp.com/reference/html40/forms/input.html" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">http://www.htmlhelp.com/reference/html40/forms/input.html</a></font></div>
<div dir="ltr"><font face="Arial" size="2"></font> </div>
<div dir="ltr"><font face="Arial" size="2">You should be able to (and note I havn't
checked this at all) modify the code that shows the ticket creation form and set
the READONLY flag on the <INPUT> box for the Requestor.</font></div>
<div dir="ltr"><font face="Arial" size="2"></font> </div>
<div dir="ltr"><font face="Arial" size="2">That way the requestor, autofilled, gets
displayed, but the user can't edit it.</font></div>
<div dir="ltr"><font face="Arial" size="2"></font> </div>
<div dir="ltr"><font face="Arial" size="2">The other way would be to edit the same
code, just don't display the $ticket->requestor (not actual
syntax) value in a pre-completed <INPUT> box, just display it as text
instead.</font></div>
<div dir="ltr"><font face="Arial" size="2"></font> </div>
<div dir="ltr"><font face="Arial" size="2">So if the code said <INPUT
NAME=requestor VALUE=$ticket->requestor> change this to just be
<B>$ticket->requestor</B> thus removing the ability to change the
value.</font></div>
<div dir="ltr"><font face="Arial" size="2"></font> </div>
<div dir="ltr"><font face="Arial" size="2">BenR</font></div></div>
<div dir="ltr"><br>
<hr>
<font face="Tahoma" size="2"><b>From:</b> <a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">rt-users-bounces@lists.bestpractical.com</a>
on behalf of Jason Fenner<br><b>Sent:</b> Wed 22/02/2006 2:31 AM<br><b>To:</b>
Mustafa Badawi<br><b>Cc:</b> <a href="mailto:rt-users@lists.bestpractical.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">rt-users@lists.bestpractical.com</a><br><b>Subject:</b>
Re: [rt-users] RT For an ISP<br></font><br></div><div><span>
<div>
<p><font size="2">Have you found a fix for this yet?<br><br>Mustafa Badawi
wrote:<br><br>>Dear All<br>><br>>I am trying to use RT for my dialup
clients. I only want my clients to use<br>>the web interface to create
tickets and not the email interface. I have<br>>created an unprivileged RT
account for each of my users. The problem I have<br>>is that when the user
logs on and selects the queue I have provided he/she<br>>can enter any value
in the requestor field thus automatically creating a new<br>>user as a
watcher. The rightful requestor of the ticket (the account I
have<br>>created) cannot actually view the new ticket because he/she has
no<br>>permission to view it.<br>>Is there a way of forcing the requestor
to be the RT account I have already<br>>created! Keeping in mind that I do
not want users seeing all the tickets in<br>>the queue - only their own
tickets.<br>>Any hints would be greatly appreciated<br>><br>>Mustafa
Badawi<br>><br>> <br>><br>>------------------------------------------------------------------------<br>><br>>_______________________________________________<br>><a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br>><br>>Be
sure to check out the RT Wiki at <a href="http://wiki.bestpractical.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">http://wiki.bestpractical.com</a><br>><br>>Download
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>WE'RE
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</a><br><br>Be
sure to check out the RT Wiki at <a href="http://wiki.bestpractical.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">http://wiki.bestpractical.com</a><br><br>Download
a free sample chapter of RT Essentials from O'Reilly Media at <a href="http://rtbook.bestpractical.com" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">http://rtbook.bestpractical.com</a><br><br>WE'RE
COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and<br>San Francisco
- Find out more at <a href="http://bestpractical.com/services/training.html" target="_blank" onclick="return top.js.OpenExtLink(window,event,this)">http://bestpractical.com/services/training.html</a><br></font></p></div>
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