[rt-users] RT For an ISP

Wed Feb 22 09:52:35 EST 2006

Thanks Drew, but it seems that someone has messed up the link you
provided!!! any mirrors or alternatives?

On 2/22/06, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu> wrote:
>
>
>
> 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
> >     >
> >     >
> >     >
> >
> >------------------------------------------------------------------------
> >     >
> >     >_______________________________________________
> >     > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >     >
> >     >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >     >
> >     >Download a free sample chapter of RT Essentials from O'Reilly
> >     Media at http://rtbook.bestpractical.com
> >     >
> >     >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
> and
> >     >San Francisco - Find out more at
> >     http://bestpractical.com/services/training.html
> >     >
> >
> >
> >     _______________________________________________
> >     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >     <http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users>
> >
> >     Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >     Download a free sample chapter of RT Essentials from O'Reilly
> >     Media at http://rtbook.bestpractical.com
> >
> >     WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston
> and
> >     San Francisco - Find out more at
> >     http://bestpractical.com/services/training.html
> >
> >
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> >
> >
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> > Download a free sample chapter of RT Essentials from O'Reilly Media at
> http://rtbook.bestpractical.com
> >
> > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
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>
> --
> Drew Barnes
> Applications Analyst
> Raymond Walters College
> University of Cincinnati
>
>
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