[rt-users] Allowing non logged-in users to view tickets

[Jansen Robert]

>I've been playing around with user rights, and can't seem to hit on 
>anything...
>
>Is there a way to allow users to click a link like this:
>
>http://helpdesk.foo.com/Ticket/Display.html?id=13
>
>and get a read-only view of their ticket without having to log in?  I
>don't really care about access control...I know that a user could
>substitute another value for the id number and see someone else's
>ticket.
>
>Thanks!
>_______________________________________________
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>
>RT Developer and Administrator training is coming to LA, DC and 
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>http://bestpractical.com/services/training.html
>
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Sort of,... via the SelfService interface. You could use the "guest" 
account to do something like that.

What I did is to send a requestor a so called 
"AutoReplyWebTicketStub" on a one-shot basis, so they get a one-shot 
additional email with their personal ticket URL. It's a queue 
specific Scrip, not a global one.

via a Scrip "SendWebTicketStib" with: Condition: On Create, Action: 
Autoreply To Requestors, Stage: TransactionCreate, Template: 
AutoReplyWebTicketStub
on a queue where guests can see tickets. (most likely one would use a 
general "incoming" queue)



AutoReplyWebTicketStub template here:
(shameless rip from internal templates as examples)

------------------
RT-Attach-Message: no


Subject: WebURL: {$Ticket->Subject}


Greetings,

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
	"{$Ticket->Subject()}",

You can also consult your Ticket via a Web browser at the following URL:

 
{$RT::WebURL}SelfService/Display.html?id={$Ticket->id}&user=guest&pass=guest


        

                         Thank you,
                         {$Ticket->QueueObj->CorrespondAddress()}

------------------


Hope this helps.

-- 
--------------------------
Brussels University
Pleinlaan 2
Computer Center VUB/ULB (VUBnet)
Ing. Robert Jansen
B-1050 Brussels
Belgium (Europe)


email: rjansen at vub.ac.be
Tel:  +32-2-650.36.94
Secr: +32-2-650.37.38
Fax:  +32-2-650.37.40
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