[rt-users] "New ticket" missing from SelfService

Kevin Falcone falcone at bestpractical.com
Mon Mar 4 11:18:28 EST 2013


On Sat, Mar 02, 2013 at 04:49:33PM +0300, Iain Georgeson wrote:
> I'm running into what appears to be a rights issue.
> 
> I have an rt 4.0.9 install running. My users are cheerfully raising
> tickets through email, but are unable to create tickets with
> SelfService because the New ticket link doesn't appear.
> 
> The relevant bit of Elements/Tabs appears to be
> 
>     while ( my $queue = $queues->Next ) {
>         next unless $queue->CurrentUserHasRight('CreateTicket');
>         $queue_id = $queue->id;
>         $queue_count++;
>         last if ( $queue_count > 1 );
>     }
> 
> My users don't have that right on particular queues, however Everyone
> has Global CreateTicket. These users are Enabled, but not Privileged.
> Does this sound like a bug, or do I need to hand out more rights?

They need SeeQueue - otherwise that loop you see will be empty because
the user can't actually see any queues in order to check CreateTicket
on them.

You don't need SeeQueue for creation by email except for a few corner
cases around CommandByMail.

-kevin
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