[rt-users] Can unprivileged users modify CF?

[Gene LeDuc]

Hi All,

I have a question about group rights that someone can probably answer.

Our Story So Far: I have a form on a web page that users fill out to 
request DNS entries.  The form sends a formatted e-mail to RT and a ticket 
is created that has several custom fields.  The custom fields (like 
MachineName, IP, etc) are filled in by a scrip when the ticket is 
created.  Then a message is sent to the unprivileged user with a link so 
that he can see the ticket in RT.  If the user didn't have an account 
previously, we give him a random password so he can login.  By following 
the link in the e-mail, the user is dropped into Self-Service mode and can 
see, but not change, the ticket.

We've discovered that our users sometimes make mistakes (like duplicate 
host names, wrong IP, etc), so I'd like the user to be able to modify 
certain (but not all) of the custom fields - like MachineName, IP, OS, 
Comments.  I've assigned as many rights as I can think of, but the user 
still sees a ticket that has no modifiable fields.  I've also restarted the 
web server several times in case something's being cached.  The rights that 
I've assigned so far are:
Global
   System
     Unprivileged: ModifyCustomField
   Roles
     Requestor: ModifyCustomField, ModifyTicket, SeeCustomField, SeeQueue, 
ShowTicket
Specific Queue
   System
     Everyone: CreateTicket, SeeQueue
     Unprivileged: ModifyTicket
   Roles
     Requestor: ModifyTicket, ReplyToTicket, SeeQueue, ShowTicket
Specific Custom Field
   System
     Everyone: SeeCustomField
     Unprivileged: ModifyCustomField

Does Self Service even have a provision for modifying tickets?  If so, what 
needs to be enabled in order to allow unprivileged users to modify custom 
fields?  I'm considering doing it via e-mail, but I'm getting tired of 
debugging scrips, and using the web would be much easier (if it's possible).

Thanks,
Gene




-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University