<div>Hi Kenn, </div>
<div> </div>
<div>Thanks for your response.</div>
<div>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.
</div>
<div> </div>
<div>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.</div>
<div> </div>
<div>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.</div>
<div> </div>
<div>I will try to find time to experiment with the settings a little more.</div>
<div> </div>
<div>Thanks again for taking the time to respond,</div>
<div>Tim</div>
<div><br><br> </div>
<div><span class="gmail_quote">On 11/09/06, <b class="gmail_sendername">Kenneth Crocker</b> <<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>> wrote:</span>
<blockquote class="gmail_quote" style="PADDING-LEFT: 1ex; MARGIN: 0px 0px 0px 0.8ex; BORDER-LEFT: #ccc 1px solid">Tim,<br><br><br> Although we would grant the rights a little differently (we usually<br>grant SeeQueue along with ShowTicket and grant SeeOutgoingMail to
<br>everyone on a global basis), I was wondering if the any of the users<br>(your requestors) are set up as privileged users. If not, then the<br>rights you grant to roles won't be applied to them as users.<br><br><br>Kenn
<br>LBNL<br><br>Tim Hill wrote:<br>> Hi,<br>><br>> As a summary of what I am trying to achieve, I want users (all on-site)<br>> to submit their problems via the self service page, and I want them to<br>> be able to see their own open and closed tickets. I do not want them to
<br>> be able to view anyone else's tickets at this stage.<br>><br>> I have spent quite a bit of time reading round on this and I am still<br>> having no luck, I can't get the test users submitting a ticket to be
<br>> able to see their own tickets. The tickets are created and can be dealt<br>> with, but users can't see them whether they are open or closed tickets.<br>><br>> I have even tried giving the requestor group every right available to
<br>> see if they could view their open and closed tickets, unfortunately I<br>> still couldn't get that to work.<br>><br>> When I first submitted a mail regarding this issue, users could see any<br>> ticket by typing the ticket number into the goto ticket box, but I have
<br>> managed to stop this happening, although they can't even get to their<br>> own tickets in this way any more.<br>><br>> My symptoms appear to be the same as couple of very old mails in the<br>> archive
<br>><br>> <a href="http://www.gossamer-threads.com/lists/rt/users/8838?search_string=can%27t%20see%20tickets;#8838">http://www.gossamer-threads.com/lists/rt/users/8838?search_string=can%27t%20see%20tickets;#8838</a>
<br>><br>> <a href="http://www.gossamer-threads.com/lists/rt/users/8252?search_string=can%27t%20see%20tickets;#8252">http://www.gossamer-threads.com/lists/rt/users/8252?search_string=can%27t%20see%20tickets;#8252</a>
<br>> Although due to the age of these requests it is probably unlikely to be<br>> the same issue.<br>><br>> I changed the rights based on information in the following thread:<br>> <a href="http://www.gossamer-threads.com/lists/rt/users/54051?search_string=users%20can%27t%20see%20open%20or%20closed%20tickets;#54051">
http://www.gossamer-threads.com/lists/rt/users/54051?search_string=users%20can%27t%20see%20open%20or%20closed%20tickets;#54051</a><br>><br>> For some reason I still can't get it to work. My current rights settings<br>
> are as follows:<br>> *Global - Everyone*<br>> ModifyCustomField<br>> ModifySelf<br>> SeeCustomField<br>><br>> The following rights are all on the required queue<br>> *Everyone *<br>> CommentOnTicket
<br>> CreateTicket<br>> ModifyTicket<br>> ReplyToTicket<br>> SeeQueue<br>><br>> *Requestor*<br>> ReplyToTicket<br>> SeeQueue<br>> ShowTicket<br>> Watch<br>><br>> *Owner*<br>> ModifyTicket
<br>> ReplyToTicket<br>> ShowTicket<br>><br>> Unfortunately when using these permissions and I create a new ticket<br>> with a test user, I get the following message:<br>> "No permission to view newly created ticket #11. "
<br>><br>> Can anyone help? Or can anyone direct me to any example configs?<br>> I spent quite a bit of time on the wiki going through what all the<br>> rights do, I have also bought the RT Essentials book but have so far
<br>> been unable to get it right.<br>> Thanks<br>> Tim<br>><br>> On 17/08/06, *Drew Barnes* <<a href="mailto:barnesaw@ucrwcu.rwc.uc.edu">barnesaw@ucrwcu.rwc.uc.edu</a><br>> <mailto:<a href="mailto:barnesaw@ucrwcu.rwc.uc.edu">
barnesaw@ucrwcu.rwc.uc.edu</a>>> wrote:<br>><br>> <a href="http://wiki.bestpractical.com/index.cgi?Rights">http://wiki.bestpractical.com/index.cgi?Rights</a><br>><br>> Tim Hill wrote:<br>> > Hi,
<br>> ><br>> > I installed Ubuntu server (Dapper 6.06), and then followed the<br>> > instructions at <a href="http://howtoforums.net/viewtopic.php?t=48">http://howtoforums.net/viewtopic.php?t=48
</a><br>> <<a href="http://howtoforums.net/viewtopic.php?t=48">http://howtoforums.net/viewtopic.php?t=48</a>><br>> > <<a href="http://howtoforums.net/viewtopic.php?t=48">http://howtoforums.net/viewtopic.php?t=48
</a>> regarding how to set<br>> up RT.<br>> ><br>> > The software used (Request-Tracker3.4, Apache2, Postfix &<br>> > PostgreSql-7.4) were all installed from packages.<br>> >
<br>> > I have logged onto RT as root and created a couple of users, I have<br>> > also created a test queue. The users I have set up can see the<br>> general<br>> > queue and the test queue. They can create issues which successfully
<br>> > appear on the system, although it is at this point that I run into<br>> > problems.<br>> ><br>> > The users can't see any of their open or closed tickets, but they<br>> can
<br>> > see any ticket if they enter the ticket number in the search box.<br>> ><br>> > Has anyone seen this (or a similar) problem before? Have you got any<br>> > ideas about what I may need to look at?
<br>> ><br>> > Please let me know if I need to provide any other information and I<br>> > will try to get it asap.<br>> ><br>> > Thanks,<br>> > Tim<br>> >
<br>> ------------------------------------------------------------------------<br>> ><br>> > _______________________________________________<br>> > <a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br>> ><br>> > Community help: <a href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</a><br>> <<a href="http://wiki.bestpractical.com">
http://wiki.bestpractical.com</a>><br>> > Commercial support: <a href="mailto:sales@bestpractical.com">sales@bestpractical.com</a><br>> <mailto:<a href="mailto:sales@bestpractical.com">sales@bestpractical.com
</a>><br>> ><br>> ><br>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.<br>> > Buy a copy at <a href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com
</a><br>><br>> --<br>> Drew Barnes<br>> Applications Analyst<br>> Raymond Walters College<br>> University of Cincinnati<br>><br>><br>><br>> ------------------------------------------------------------------------
<br>><br>> _______________________________________________<br>> <a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br>>
<br>> Community help: <a href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</a><br>> Commercial support: <a href="mailto:sales@bestpractical.com">sales@bestpractical.com</a><br>><br>><br>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
<br>> Buy a copy at <a href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com</a><br></blockquote></div><br>