[rt-users] REST user

Ram Moskovitz ram0502 at gmail.com
Sat Nov 5 11:50:03 EDT 2011

> On Fri, Nov 04, 2011 at 05:37:25PM +0000, Ram Moskovitz wrote:
> > I'm using the REST interface as a gateway between my web-app and RT.
> > It's pretty close to done - the one thing I'm having a problem with is
> > assuming the requestor's identity when adding correspondence. By way
> > of example:
> >
> > 1 User logs in to web-app and fills out a support request form
> > 2 web-app uses REST account to create ticket OBO of user (set's the
> > requestor to be the actual customer's email addres) all the normal RT
> > mails go out to the requestor
> > 3 Any time the user comes to check on the status of their ticket(s)
> > the web-app uses the REST account to query RT and provide a subset of
> > the ticket info back
> > 4 User may then 'add-correspondence' to the ticket via the web-app in
> > which ase the app uses the REST account to add the correspondence to
> > the ticket.
> >
> > The problem is that the correspondence shows that it was added by the
> > REST user - is there a reasonable way around this?
> Not unless you can log in as the user via the REST interface.
> The Perl API allows you to load the ticket as a user and Correspond as
> them.
> I assume our SelfService interface wasn't sufficient for your needs?
> So far you've listed features it has, and it handles Correspondence
> correctly.
> -kevin

I can have the web-app login as the user via the REST interface in
theory. Currently the users are auto-created and unprivileged - does
that have to change?

As for using the native RT self-service web interface - I don't want
to frame it with-in my app and I don't want to swizzle my app through

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