[rt-users] No open or closed tickets displayed

[Kenneth Crocker]

Tim,


	Although we would grant the rights a little differently (we usually 
grant SeeQueue along with ShowTicket and grant SeeOutgoingMail to 
everyone on a global basis), I was wondering if the any of the users 
(your requestors) are set up as privileged users. If not, then the 
rights you grant to roles won't be applied to them as users.


Kenn
LBNL

Tim Hill wrote:
> Hi,
>  
> As a summary of what I am trying to achieve, I want users (all on-site) 
> to submit their problems via the self service page, and I want them to 
> be able to see their own open and closed tickets. I do not want them to 
> be able to view anyone else's tickets at this stage.
>  
> I have spent quite a bit of time reading round on this and I am still 
> having no luck, I can't get the test users submitting a ticket to be 
> able to see their own tickets. The tickets are created and can be dealt 
> with, but users can't see them whether they are open or closed tickets.
>  
> I have even tried giving the requestor group every right available to 
> see if they could view their open and closed tickets, unfortunately I 
> still couldn't get that to work.
>  
> When I first submitted a mail regarding this issue, users could see any 
> ticket by typing the ticket number into the goto ticket box, but I have 
> managed to stop this happening, although they can't even get to their 
> own tickets in this way any more.
>  
> My symptoms appear to be the same as couple of very old mails in the 
> archive
> 
> http://www.gossamer-threads.com/lists/rt/users/8838?search_string=can%27t%20see%20tickets;#8838
> 
> http://www.gossamer-threads.com/lists/rt/users/8252?search_string=can%27t%20see%20tickets;#8252
> Although due to the age of these requests it is probably unlikely to be 
> the same issue.
>  
> I changed the rights based on information in the following thread:
> http://www.gossamer-threads.com/lists/rt/users/54051?search_string=users%20can%27t%20see%20open%20or%20closed%20tickets;#54051
>  
> For some reason I still can't get it to work. My current rights settings 
> are as follows:
> *Global - Everyone*
> ModifyCustomField
> ModifySelf
> SeeCustomField
>  
> The following rights are all on the required queue
> *Everyone *
> CommentOnTicket
> CreateTicket
> ModifyTicket
> ReplyToTicket
> SeeQueue
>  
> *Requestor*
> ReplyToTicket
> SeeQueue
> ShowTicket
> Watch
>  
> *Owner*
> ModifyTicket
> ReplyToTicket
> ShowTicket
>  
> Unfortunately when using these permissions and I create a new ticket 
> with a test user, I get the following message:
> "No permission to view newly created ticket #11. "
>  
> Can anyone help? Or can anyone direct me to any example configs?
> I spent quite a bit of time on the wiki going through what all the 
> rights do, I have also bought the RT Essentials book but have so far 
> been unable to get it right.
> Thanks
> Tim
>  
> On 17/08/06, *Drew Barnes* <barnesaw at ucrwcu.rwc.uc.edu 
> <mailto:barnesaw at ucrwcu.rwc.uc.edu>> wrote:
> 
>     http://wiki.bestpractical.com/index.cgi?Rights
> 
>     Tim Hill wrote:
>      > Hi,
>      >
>      > I installed Ubuntu server (Dapper 6.06), and then followed the
>      > instructions at http://howtoforums.net/viewtopic.php?t=48
>     <http://howtoforums.net/viewtopic.php?t=48>
>      > <http://howtoforums.net/viewtopic.php?t=48> regarding how to set
>     up RT.
>      >
>      > The software used (Request-Tracker3.4, Apache2, Postfix &
>      > PostgreSql-7.4) were all installed from packages.
>      >
>      > I have logged onto RT as root and created a couple of users, I have
>      > also created a test queue. The users I have set up can see the
>     general
>      > queue and the test queue. They can create issues which successfully
>      > appear on the system, although it is at this point that I run into
>      > problems.
>      >
>      > The users can't see any of their open or closed tickets, but they
>     can
>      > see any ticket if they enter the ticket number in the search box.
>      >
>      > Has anyone seen this (or a similar) problem before? Have you got any
>      > ideas about what I may need to look at?
>      >
>      > Please let me know if I need to provide any other information and I
>      > will try to get it asap.
>      >
>      > Thanks,
>      > Tim
>      >
>     ------------------------------------------------------------------------
>      >
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>      >
>      > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>      > Buy a copy at http://rtbook.bestpractical.com
> 
>     --
>     Drew Barnes
>     Applications Analyst
>     Raymond Walters College
>     University of Cincinnati
> 
> 
> 
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