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

[Fabian Unfried]

Hmm, ok, maybe I forgot to mention it's important that they can just see their own tickets and of course in the overview in the WebUI, could you tell me which rights are necessary for that?

Currently my rt (demo-)system setup is:

Global group rights:

Everyone => no rights
Privileged => all rights
Unprivileged => CommentOnTicket, CreateTicket, ReplyToTicket, ShowArticle
AdminCc => no rights
Cc => no rights
Owner => ReplyToTickets, SeeCustomField, ShowTicket
Requestor => no rights


User-defined group rights (all of my groups have the same rights setup):

Everyone => SeeGroup, SeeGroupDashboard, ShowSavedSearches
Privileged => all rights
Unprivileged => SeeGroup, SeeGroupDashboard, ShowSavedSearches


Queue group rights:

Everyone => CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField
Privileged => all rights
Unprivileged => CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField
AdminCc => no rights
Cc => no rights
Owner => CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField
Requestor => CommentOnTicket, CreateTicket, ReplyToTicket, SeeCustomField


Is there anything wrong with this setup, any idea why my customers / unprivileged users can't see their own tickets as long as the tickets aren't assigned to them? They can't even access the tickets when they aren't assigned to/owner of them, rt won't let them because of missing rights.

Regards,
Fabian

On 07/01/2011 04:54 AM, Fabian Unfried wrote:
I think it's some kind of the standard approach, so the requestor stays
always the same, but the owner is changing while the ticket will be
solved. But my problem is as long as the requestor isn't the owner, the
requestors can't see their tickets in their WebUI under open tickets,
but I would like that they can see their tickets also when some of the
admins or staff (privileged user) is assigned to their tickets. Is this
possible?

Of course it's possible.  Grant the appropriate rights to the Requestor
role either at the queue level or globally.

Thomas

--------
2011 Training: http://bestpractical.com/services/training.html



--
Fabian Unfried
Senior Software Engineer
Zebra Enterprise Solutions

Rossfelder Str. 65/5, 74564 Crailsheim, Germany
T+49 7951 96360 F+49 7951 963611
funfried at zebra.com<mailto:funfried at zebra.com>
www.zebra.com/zes<http://www.zebra.com/zes>
WhereNet * proveo * Multispectral Solutions

Managing Directors Zebra Enterprise Solutions GmbH:
Phil Gerskovich, Gilles Pelzer, Michael Smiley
Registered Office: Ulm, HRB 721672
VAT Number: DE225496806


________________________________
- CONFIDENTIAL-

This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20110701/8ac2bf0a/attachment.htm>