[rt-users] Make non-staff users able to see all tickets (and not only theirs)

[Rui Vitor Figueiras Meireles]

That's exactly what I want to do.
This will be a small internal web portal, which we will use to answer questions and requests from other co-workers.

If all tickets are visible, we will save the trouble of answering some questions more than once (users can read the previous answers).

Thanks.



-----Original Message-----
From: Raed El-Hames [mailto:rfh at vialtus.com] 
Sent: quinta-feira, 24 de Setembro de 2009 13:22
To: Rui Vitor Figueiras Meireles
Cc: Mauricio Tavares; RT Users
Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)

But does n't this allow everyone to see every ticket??
Are you sure you want to do that? does n't your customers mind that 
their issues are visible to other customers?? is that legal (data 
protection etc)?

Or have I missed something?

Roy

Rui Vitor Figueiras Meireles wrote:
> Ok. I was able to do what I wanted (make non-staff users able to see all tickets).
> Here's what I did (Version RT 3.6.HEAD):
>
> 1 - First, I gave rights SeeQueue and ShowTicket to Everyone.
>
> 2 - Then I created a new file OtherRequests
> cd ./rt3/html/SelfService/Elements/
> cp MyRequests OtherRequests
>
> 3 - Here are the changes I made to OtherRequests
>
> diff OtherRequests MyRequests
> 61c61
> <     . join( ' OR ', map "$_.id != $id", @roles )
> ---
>   
>>     . join( ' OR ', map "$_.id = $id", @roles )
>>     
> 63d62
> < $Query .= " AND ( Requestor.id != $id )";
> 80c79
> < $title => loc("Other's [_1] tickets", $friendly_status)
> ---
>   
>> $title => loc("My [_1] tickets", $friendly_status)
>>     
>
> 4 - Then I added this in ./rt3/html/SelfService/index.html
>
> <& /SelfService/Elements/OtherRequests,
>              BaseURL => $RT::WebPath . "/SelfService/?",
>              Page    => $Page &>
>
> 5 - And added this in ./rt3/html/SelfService/Closed.html
>
> <& /SelfService/Elements/OtherRequests,
>              status       => ['rejected', 'resolved'],
>              friendly_status => loc('closed'),
>              BaseURL         => $RT::WebPath . "/SelfService/Closed.html?",
>              Page            => $Page &>
>
>
>
> That's it! It's working! Hope it helps someone.
>
>
> Date: Wed, 23 Sep 2009 12:21:25 -0400
> From: Kevin Falcone <falcone at bestpractical.com>
> Subject: Re: [rt-users] Make non-staff users able to see all tickets
> 	(and not only theirs)
> To: rt-users at lists.bestpractical.com
> Message-ID: <20090923162125.GC3793 at jibsheet.com>
> Content-Type: text/plain; charset="us-ascii"
>
> On Wed, Sep 23, 2009 at 04:19:55PM +0100, Rui Vitor Figueiras Meireles wrote:
>   
>> First of all, thanks for the answers!
>>
>>     
>>>>    1. Make all non-privileged users see ALL the tickets (not only the
>>>>       tickets they are Requestors).
>>>>         
>>> 	Could you go to the queues you want to see tickets on and then tell it 
>>> to allow the non-privileged group to see all tickets there?
>>>       
>> I did that. I gave the rights SeeQueue and ShowTicket to Everyone.
>> And they can see them now, but they need to write http://...?id=4 to see ticket 4 if it is not theirs.
>>
>> What I need is to change the /SelfService/index.html in order to have:
>>  - My open tickets
>>  - Other people open tickets (this is what I want)
>>     
>
> You'll have to overlay and tweak the search in
> share/html/SelfService/Elements/MyRequests
> by default, SelfService only looks for Tickets you are a Watcher of
>
> -kevin
>
>   
>>>>    2. Make all non-privileged users be able to login, even if there is
>>>>       not a user account for them
>>>>         
>> I don't want to use a LDAP Server. If not possible, I will just have to create the accounts by hand.
>>
>>
>> Thanks!
>>
>>
>> -----Original Message-----
>> From: Mauricio Tavares [mailto:raubvogel at gmail.com] 
>> Sent: quarta-feira, 23 de Setembro de 2009 15:26
>> To: Rui Vitor Figueiras Meireles
>> Cc: RT Users
>> Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)
>>
>> Rui Vitor Figueiras Meireles wrote:
>>     
>>>  
>>>
>>> Hi there. I've just installed RT 3.6 (It was the version available in 
>>> EPEL Repositories for RHEL 5). 
>>>
>>> I'm not going to use email to open/reply to tickets, I just want to use 
>>> email to send notifications.
>>>
>>> This way, all the users must use the http interface.
>>>
>>> I was wondering how it is possible to:
>>>
>>>    1. Make all non-privileged users see ALL the tickets (not only the
>>>       tickets they are Requestors).
>>>       
>> 	Could you go to the queues you want to see tickets on and then tell it 
>> to allow the non-privileged group to see all tickets there?
>>
>>     
>>>    2. Make all non-privileged users be able to login, even if there is
>>>       not a user account for them (for example, they could login with
>>>       their email, have a pre-defined password, and have the account
>>>       automatically created). I know this is possible via email request,
>>>       but I wanted via browser...
>>>
>>>       
>> 	It may not be what you want but if your non-privileged users are in 
>> your LDAP server, you would not need to define them in rt in advance. 
>> Whenever they would log in, they would be seen as non-privileged by rt 
>> unless you do something to change that.
>>
>>     
>>> I would greatly appreciate if someone could help me with one or more 
>>> questions.
>>>
>>> Thanks in advance.
>>>
>>>  
>>>
>>>
>>>       
>
>
>
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