[rt-users] SelfService and custom status

elifree at free.fr elifree at free.fr
Fri Feb 27 09:30:34 EST 2015


Hello, 

On our RT 4.2.6, I created a lifecycle "support" with specifics status, which is working fine. 

The requestor is unprivileged, but is granted the right ModifyTicket (globally), and ShowTicket, Watch and ReplyToTicket on the queue. The queue has the "support" lifecycle. 

On SelfService interface, the requestor sees his ticket, can display it, can reply, and can modify the status : but the status are not the ones of the lifecycle "support", but the one of the default lifecycle ! 

I made a test as a requestor and changed to status stalled which does not exist in the lifecyle "support". Now, as a superuser I cannot change the status at all, there's only stalled an stalled (unchanged) listed ! 

I've been searching for quite a long time, but now I can't figure out what is going wrong. 

The second point is that I intended to add a ResolveRight to the lifecycle "support" to allow unprivileged requestors to resolve their tickets via the SelfService interface. I'm wondering now if it's possible. 

Thanks for your help again, 
Elisabeth 



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