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 funfr...@zebra.com<mailto:funfr...@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.
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