[rt-users] Bug or feature? Unpriviledged users see first article via webinterface

Kevin Falcone falcone at bestpractical.com
Mon Oct 3 10:07:25 EDT 2011

On Tue, Sep 27, 2011 at 06:37:47PM +0200, Lars Braeuer wrote:
> Hi,
> I was wondering if it is possible to allow a priviledged user to start a ticket as type "comment"
> instead type "reply". We are using 4.0.0 and I haven't seen anything like this in the changelog of
> 4.0.{1,2}.
> We have the following problem:
> Sometimes we open a new ticket (i.e. "New ticket in ..." button) *without* a Requestor on the
> ticket, we then usually write an internal starting comment as ticket kick off. This text which we
> want to be an internal comment is internally saved by RT as type "Reply".
> So if we later on add a Requestor to the ticket and give that requestor unpriviledged access to the
> RT webinterface, he will be able to see the initial text which was supposed to be an internal
> comment. So limiting the initial ticket opening process to the "reply" type seems to be somewhat
> inflexible.
> Having the ability to pick in between "comment" and "reply" when opening a new ticket via the
> webinterface would be very, very helpful.
> Until now we always create new tickets just with the text "Ticket creation", and then add a comment.
> But this is very annoying.
> Is there just an option/right I have missed to set correctly?

RT considers Create to be a correspondence (reply).  There's an
extension, possibly not yet open sourced, to add a Comment box to the
Create page so that while opening a ticket you can also leave an
internal comment.

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