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Hmm, ok, maybe I forgot to mention it's important that they can just see their own tickets and of course in the overview in the WebUI, could you tell me which rights are necessary for that?
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<div>Currently my rt (demo-)system setup is:</div>
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<div>Global group rights:</div>
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<div>Everyone => no rights</div>
<div>Privileged => all rights</div>
<div>Unprivileged => CommentOnTicket, CreateTicket, ReplyToTicket, ShowArticle</div>
<div>AdminCc => no rights</div>
<div>Cc => no rights</div>
<div>Owner => ReplyToTickets, SeeCustomField, ShowTicket</div>
<div>Requestor => no rights</div>
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<div>User-defined group rights (all of my groups have the same rights setup):</div>
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<div>Everyone => SeeGroup, SeeGroupDashboard, ShowSavedSearches</div>
<div>Privileged => all rights</div>
<div>Unprivileged => SeeGroup, SeeGroupDashboard, ShowSavedSearches</div>
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<div>Queue group rights:</div>
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<div>Everyone => CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField</div>
<div>Privileged => all rights</div>
<div>Unprivileged => CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField</div>
<div>AdminCc => no rights</div>
<div>Cc => no rights</div>
<div>Owner => CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField</div>
<div>Requestor => CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField</div>
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<div>Is there anything wrong with this setup, any idea why my customers / unprivileged users can't see their own tickets as long as the tickets aren't assigned to them? They can't even access the tickets when they aren't assigned to/owner of them, rt won't
let them because of missing rights.</div>
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<div>Regards,</div>
<div>Fabian</div>
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<div>On 07/01/2011 04:54 AM, Fabian Unfried wrote:<br>
<blockquote type="cite">I think it's some kind of the standard approach, so the requestor stays<br>
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<blockquote type="cite">always the same, but the owner is changing while the ticket will be<br>
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<blockquote type="cite">solved. But my problem is as long as the requestor isn't the owner, the<br>
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<blockquote type="cite">requestors can't see their tickets in their WebUI under open tickets,<br>
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<blockquote type="cite">but I would like that they can see their tickets also when some of the<br>
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<blockquote type="cite">admins or staff (privileged user) is assigned to their tickets. Is this<br>
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<blockquote type="cite">possible?<br>
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Of course it's possible. Grant the appropriate rights to the Requestor<br>
role either at the queue level or globally.<br>
<br>
Thomas<br>
<br>
--------<br>
2011 Training: <a href="http://bestpractical.com/services/training.html">http://bestpractical.com/services/training.html</a><br>
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--</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>
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