[rt-users] RT For an ISP

[Drew Barnes]

Mustafa Badawi wrote:
> 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! 

This may be the case for your application, but in general, autocreating 
users is not a bad thing.  I would guess that most users of RT have 
people email requests in to their system, thereby needing to create 
users on the fly.  Look around on the wiki.  You should be able to 
customize that page so that they can not change the contents of the 
requestor box.  I would recommend looking at 
http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT for more on this.

> 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 
> <mailto: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
>     <mailto: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
>     <mailto: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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-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati