[rt-users] Show tickets depending on creator and not owner

[Fabian Unfried]

Hi Roy,

> Fabian,
> 
> The Creator of a ticket is in most cases the requestor unless they decided to change that by entering a different email address in the requestor field when a ticket is first created. I think the scenario you describing below will most likely be the creator == requestor.

Yes, that's the way I'm using rt (have a look at my mail from 10:55 today :) )


> Customers should not be owners of a ticket (in all ticketing processes that I am aware of anyway), ownership should be assigned to those that can fix issue/supply information.

Yes, I agree, but e. g. a customer didn't told you everything you would like to know to solve an issue, you would need more information from that customer (so a customer is someone who can supply information), so in my opinion I would re-assign it to the customer/requestor, or is there another way in rt? And btw, if I don't assign a ticket to the requestor he can't see the ticket in the WebUI and that's why I'm writing to the list, so the question is, if you never assign a ticket to a customer/requestor, how will they ever know when an issue/ticket is solved?


> If your customers are unprivileged users, then by default the web ui will present them with the Selfservice portal which by default list all their tickets that they have requested. Try to login as one of those unprivileged users to see the different interface you get.

Hmm, ok that's strange, if I'm logging in as an unprivileged user, I can't see the tickets I created with that user, only if I log in as an admin and assign it the that user. That's why I'm asking my questions here :s

Is there anything I could have changed in the configuration, or do I have to set any special rights to the requestors or unprivileged users that they can see their created tickets and not only when they are assigned to them?

> Hope that helps,
> 
> Regards;
> Roy
> 

Regards,
Fabian


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> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
>> bounces at lists.bestpractical.com] On Behalf Of Fabian Unfried
>> Sent: 30 June 2011 16:34
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] Show tickets depending on creator and not owner
>> 
>> Hi guys,
>> 
>> just started with rt 4.0.1 and it is really great, but one question:
>> 
>> Is there a way to show the tickets for the customers (unprivileged users)
>> not only when they are assigned to it but also because they are the
>> creator of a ticket? So to say I would like that a creator of a ticket can
>> always see his/her ticket not only when he/she is assigned to his/her
>> ticket.
>> 
>> Thanks in advance.
>> 
>> Regards,
>> Fabian
>> 
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