[rt-users] RT For an ISP

[Mustafa Badawi]

Thanks for your reply.

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.


Mustafa Badawi

On 2/21/06, Ben Robson <ben.robson at classicblue.com.au> wrote:
>
>  This link might be of help:
> http://www.htmlhelp.com/reference/html40/forms/input.html
>
> 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.
>
> That way the requestor, autofilled, gets displayed, but the user can't
> edit it.
>
> The other way would be to edit the same code, just don't display the
> $ticket->requestor (not actual syntax) value in a pre-completed <INPUT> box,
> just display it as text instead.
>
> So if the code said <INPUT NAME=requestor VALUE=$ticket->requestor>
> change this to just be <B>$ticket->requestor</B> thus removing the ability
> to change the value.
>
> BenR
>
> ------------------------------
> *From:* rt-users-bounces at lists.bestpractical.com on behalf of Jason Fenner
> *Sent:* Wed 22/02/2006 2:31 AM
> *To:* Mustafa Badawi
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] RT For an ISP
>
>  Have you found a fix for this yet?
>
> Mustafa Badawi wrote:
>
> >Dear All
> >
> >I am trying to use RT for my dialup clients. I only want my clients to
> use
> >the web interface to create tickets and not the email interface. I have
> >created an unprivileged RT account for each of my users. The problem I
> have
> >is that when the user logs on and selects the queue I have provided
> he/she
> >can enter any value in the requestor field thus automatically creating a
> new
> >user as a watcher. The rightful requestor of the ticket (the account I
> have
> >created) cannot actually view the new ticket because he/she has no
> >permission to view it.
> >Is there a way of forcing the requestor to be the RT account I have
> already
> >created! Keeping in mind that I do not want users seeing all the tickets
> in
> >the queue - only their own tickets.
> >Any hints would be greatly appreciated
> >
> >Mustafa Badawi
> >
> >
> >
> >------------------------------------------------------------------------
> >
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> >
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>
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>
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