<html><head></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><div>Hi Roy,</div><div><br></div><div><blockquote type="cite"><div>Fabian,<br><br>The Creator of a ticket is in most cases the requestor unless they decided to change that by entering a different email address in the requestor field when a ticket is first created. I think the scenario you describing below will most likely be the creator == requestor.<br></div></blockquote><div><br></div><div>Yes, that's the way I'm using rt (have a look at my mail from 10:55 today :) )</div><div><br></div><br><blockquote type="cite"><div>Customers should not be owners of a ticket (in all ticketing processes that I am aware of anyway), ownership should be assigned to those that can fix issue/supply information.<br></div></blockquote><div><br></div><div>Yes, I agree, but e. g. a customer didn't told you everything you would like to know to solve an issue, you would need more information from that customer (so a customer is someone who can supply information), so in my opinion I would re-assign it to the customer/requestor, or is there another way in rt? And btw, if I don't assign a ticket to the requestor he can't see the ticket in the WebUI and that's why I'm writing to the list, so the question is, if you never assign a ticket to a customer/requestor, how will they ever know when an issue/ticket is solved?</div><div><br></div><br><blockquote type="cite"><div>If your customers are unprivileged users, then by default the web ui will present them with the Selfservice portal which by default list all their tickets that they have requested. Try to login as one of those unprivileged users to see the different interface you get.</div></blockquote><div><br></div><div>Hmm, ok that's strange, if I'm logging in as an unprivileged user, I can't see the tickets I created with that user, only if I log in as an admin and assign it the that user. That's why I'm asking my questions here :s</div><div><br></div><div>Is there anything I could have changed in the configuration, or do I have to set any special rights to the requestors or unprivileged users that they can see their created tickets and not only when they are assigned to them?</div><br><blockquote type="cite"><div>Hope that helps,<br><br>Regards;<br>Roy<br><br></div></blockquote><div><br></div><div>Regards,</div><div>Fabian</div><div><br></div><br><blockquote type="cite"><div><br><blockquote type="cite"><br></blockquote>Visit our website today <a href="http://www.daisygroupplc.com">www.daisygroupplc.com</a><br><br>Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR<br>Company Registration Number: 4145329 | VAT Number: 722471355<br>Daisy Communications Limited is a company registered in England and Wales.<br>DISCLAIMER<br><br>This email (including any attachments) is strictly confidential and may also be legally privileged. 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Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments.<br>NOTICE TO CUSTOMERS<br>If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested.<br><br><br>-----Original Message-----<br><blockquote type="cite">From: <a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a> [mailto:rt-users-<br></blockquote><blockquote type="cite">bounces@lists.bestpractical.com] On Behalf Of Fabian Unfried<br></blockquote><blockquote type="cite">Sent: 30 June 2011 16:34<br></blockquote><blockquote type="cite">To: <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br></blockquote><blockquote type="cite">Subject: [rt-users] Show tickets depending on creator and not owner<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Hi guys,<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">just started with rt 4.0.1 and it is really great, but one question:<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Is there a way to show the tickets for the customers (unprivileged users)<br></blockquote><blockquote type="cite">not only when they are assigned to it but also because they are the<br></blockquote><blockquote type="cite">creator of a ticket? So to say I would like that a creator of a ticket can<br></blockquote><blockquote type="cite">always see his/her ticket not only when he/she is assigned to his/her<br></blockquote><blockquote type="cite">ticket.<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Thanks in advance.<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">Regards,<br></blockquote><blockquote type="cite">Fabian<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">- CONFIDENTIAL-<br></blockquote><blockquote type="cite"><br></blockquote><blockquote type="cite">This email and any files transmitted with it are confidential, and may<br></blockquote><blockquote type="cite">also be legally privileged. If you are not the intended recipient, you<br></blockquote><blockquote type="cite">may not review, use, copy, or distribute this message. 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<span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; font-size: medium; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; font-size: medium; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; font-size: medium; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; font-size: medium; "><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; "><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; font-size: medium; "><div><br class="Apple-interchange-newline">--</div><div>Fabian Unfried</div><div>Senior Software Engineer<br>Zebra Enterprise Solutions</div><div><br>Rossfelder Str. 65/5, 74564 Crailsheim, Germany<br>T+49 7951 96360 F+49 7951 963611<br><a href="mailto:funfried@zebra.com">funfried@zebra.com</a><br><a href="http://www.zebra.com/zes">www.zebra.com/zes</a><br>WhereNet * proveo * Multispectral Solutions<br><br>Managing Directors Zebra Enterprise Solutions GmbH:<br>Phil Gerskovich, Gilles Pelzer, Michael Smiley<br>Registered Office: Ulm, HRB 721672<br>VAT Number: DE225496806</div></span></div></span></div></span></span></span>
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