[rt-users] No open or closed tickets displayed

Tim Hill timatqems at gmail.com
Tue Sep 12 04:22:42 EDT 2006


Hi Kenn,

Thanks for your response.
The requestors are not set up as privileged users, I was under the
impression that they didn't need to be. I tested setting up the requestors
as privileged users, but it appeared to give them too many rights by
default.

You said you grant SeeQueue to everyone globally, wouldn't this allow them
to see all queues in the system? I do not want to give users a choice of
queues.

I also only want users to see tickets on one queue, so I assumed it was
better to grant the rights on the queue rather than globally.

I will try to find time to experiment with the settings a little more.

Thanks again for taking the time to respond,
Tim



On 11/09/06, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
>
> 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
> >      >
> >
> ------------------------------------------------------------------------
> >      >
> >      > _______________________________________________
> >      > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >      >
> >      > Community help: http://wiki.bestpractical.com
> >     <http://wiki.bestpractical.com>
> >      > Commercial support: sales at bestpractical.com
> >     <mailto:sales at bestpractical.com>
> >      >
> >      >
> >      > 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
> >
> >
> >
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
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