[rt-users] add quick search to SelfService page?

[Chris Cooke]

I forgot to add in my earlier message that we're using RT 3.6.6 on  
Linux (Scientific Linux 5.2).

On 19 Sep 2008, at 10:21, Chris Cooke wrote:

> On 18 Sep 2008, at 20:59, Forrest Blount wrote:
>
>> I believe you can just add the "See Queue" permission to
>> unprivileged users for the queues you'd like them to see.  Please
>> clarify your request if I'm missing something...
>
>
> Hi Forrest,
>
> Thanks a lot for your reply!  OK, I'll try to be clearer :-)
> In our RT service, "Everyone" has global rights CreateTicket,
> ModifySelf and ReplyToTicket, so they can submit and reply to tickets
> by email.
>
> Recently it has been decided that some of the RT queues should have
> every ticket visible to all users.
> We have hundreds of unprivileged users and I want them all to be able
> to see and search all the tickets in the more "public" queues, but
> not have access to other peoples' tickets in the other more private
> queues.
>
> So, for queues in which every ticket is to be visible to everyone,
> group "Everyone" now has these rights:
> SeeQueue, ShowOutgoingEmail, ShowTicket and ShowTicketComments.
>
> Currently when the unprivileged users go to our RT web interface,
> they see the SelfService page at
> https://RT/SelfService/
>
> *But* that only shows you your *own* tickets.  It doesn't provide a
> way for you to search for and view other peoples' tickets, even when
> Everyone has permission to see tickets in those queues.  The search
> facility is missing.
>
> I have checked that unprivileged users can actually view all tickets
> in those queues: they can.  In other words if an unprivileged user
> displays one of their own open tickets via SelfService:
>
> e.g.
> https://RT/SelfService/Display.html?id=10
>
> and then changes the "id" number to be the number of someone else's
> ticket in a "public" queue with the above-mentioned queue permissions:
>
> e.g.
> https://RT/SelfService/Display.html?id=282
>
> ... then the unprivileged user can see that ticket - even though it
> was requested by somebody else.
>
> That's great - that's what I want.
>
> The problem is: how can the unprivileged user search for these
> tickets?  They're not psychic so they can't just know the right
> ticket numbers for the queues they're interested in.  They'll want to
> browse or search the contents of the queues which are to be made  
> public.
>
> So my question is, how can this be done?  How can unprivileged users
> get access to some sort of search facility to see all tickets in
> certain queues?
>
> For instance, can unprivileged users somehow be given access to "RT
> at a glance" instead of "SelfService"?
> Or can "SelfService" have a "quicksearch" facility added to it?
> Or what?
> Any help gratefully received.
>
> I know (because I've tried it with a test user) that one way to
> achieve this would be to convert all of our hundreds of unprivileged
> users into privileged ones, thus giving them access to "RT at a
> glance" rather than "SelfService" - but this strikes me as a
> nightmare both to do (clicking through each user one by one to click
> "Let this user be granted rights") and to maintain (since new users
> will still be automatically created unprivileged).  So I'm hoping for
> an easier way, hoping to bend RT to my needs rather than vice versa,
> as it were.
>
> 	-- Chris Cooke.
>
> Computing Officer, School of Informatics, University of Edinburgh.
>
>
>
>
> -- 
> The University of Edinburgh is a charitable body, registered in
> Scotland, with registration number SC005336.
>
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	-- Chris.





-- 
The University of Edinburgh is a charitable body, registered in
Scotland, with registration number SC005336.