Re: [rt-users] How unprivileged users could see all tickets in their queue?
Hi,
In your example you said :
"I've got 2 unprivileged users with a single queue, each being the owner
of multiple tickets in that queue."
But in my case, the users is a customer, and they never owner of the
tickets.
So, the users see only the tickets they are requestor.
I would like to provide to a set of user, the ablillity to see all
ticket requestor in the queue..
Felix.
Le 05/01/2017 à 16:00, Martin Wheldon a écrit :
> Hi,
>
> No need to add the custom role to the tickets, just to the queue.
>
> Best Regards
>
> Martin
>
> On 2017-01-05 14:26, Felix Defrance wrote:
>> Le 05/01/2017 à 12:22, Alex Hall a écrit :
>>> Martin's suggestion makes sense, but I thought Felix was trying to
>>> restrict user search, not ticket search? That is, he doesn't want
>>> users to be able to search (and thus view the names of) all users?
>>> It's quite early here, so my brain may still be muttled and I could
>>> be wrong.
>> Alex, after I see it was possible to display any tickets via the search
>> module, I want to restrict this too.
>>
>>>
>>> Sent from my iPhone
>>>
>>>> On Jan 5, 2017, at 06:08, Martin Wheldon
>>>> <martin.whel...@greenhills-it.co.uk> wrote:
>>>>
>>>> Hi Félix,
>>>>
>>>> I've just tried to configure this on a RT 4.4.1 install using a
>>>> custom role and it seems to work fine.
>>>> Here is the process I carried out.
>>>>
>>>> I've got 2 unprivileged users with a single queue, each being the
>>>> owner of multiple tickets in that queue.
>>>> I created a new custom role, then assigned it to the queue. Next I
>>>> added the users to the custom role. (Done on the queue, watchers tab)
>>>> The I added the SeeQueue and ShowTickets permissions to the custom
>>>> role on the queue.
>>>>
>>>> Now when I login as either of the users I see all the tickets in
>>>> that queue owner by those users.
>> In this case, unprivileged users via (SelfService of course), just see
>> their own tickets. For me, I have just 2 menus: "Tickets" and "Logged in
>> foobar".
>>
>> In Tickets, I just see "Open tickets" and "Closed Tickets". In both
>> pages, I just see tickets that users declarated as requestor.
>>
>> The custom role not provide an access to see all ticket in the queue (as
>> elacour told to us).
>>
>> Now I understand the goal of the roles, maybe it's possible to
>> automaticaly add custom role as a watcher to the right queue on all
>> existing tickets and the futur new ticket.
>>
>> Do you think it's possible ?
>>
>> Thx
>>
>>>>
>>>> Hope that helps
>>>>
>>>> Best Regards
>>>>
>>>> Martin
>>>>
>>>>> On 2017-01-04 08:45, Emmanuel Lacour wrote:
>>>>>> Le 03/01/2017 à 18:27, Felix Defrance a écrit :
>>>>>> Hi all,
>>>>>> I don't find how I could add ShowTickets or QueueList in
>>>>>> SelfService.
>>>>>> I want to allow my unprivileged users, grouped by company name, to
>>>>>> see all tickets in their queue.
>>>>>> The group rights on the queue is correctly defined and users could
>>>>>> access to the tickets by entring the ticket number in the "goto
>>>>>> Ticket" field (top right in SelfService).
>>>>>> I have tried to play with CustomRole but it's not working for me. So
>>>>>> anybody known how I can do it?
>>>>> SelfService filters ticket list to tickets the user is watcher on
>>>>> (requestor or Cc). This is hard coded in
>>>>> share/html/SelfService/Elements/MyRequests:
>>>>> my $id = $session{'CurrentUser'}->id;
>>>>> my $Query = "( Watcher.id = $id )";
>>>>> if ($status) {
>>>>>$status =~ s/(['\\])/\\$1/g;
>>>>>$Query .= " AND Status = '$status'";
>>>>> }
>>>>> so if you wan't to relax this to all tickets users have ShowTicket
>>>>> rights, you have to modify this query ;)
>>>>> But I strongly discourage (unless really needed) to setup an RT
>>>>> instance with one queue per customer, best to think queues per
>>>>> internal support team and play with customroles/groups or
>>>>> customfields
>>>>> to set the customer.
--
Félix Defrance
PGP: 0x0F04DC57
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Le 05/01/2017 à 12:22, Alex Hall a écrit :
> Martin's suggestion makes sense, but I thought Felix was trying to restrict
> user search, not ticket search? That is, he doesn't want users to be able to
> search (and thus view the names of) all users? It's quite early here, so my
> brain may still be muttled and I could be wrong.
Alex, after I see it was possible to display any tickets via the search
module, I want to restrict this too.
>
> Sent from my iPhone
>
>> On Jan 5, 2017, at 06:08, Martin Wheldon
>> <martin.whel...@greenhills-it.co.uk> wrote:
>>
>> Hi Félix,
>>
>> I've just tried to configure this on a RT 4.4.1 install using a custom role
>> and it seems to work fine.
>> Here is the process I carried out.
>>
>> I've got 2 unprivileged users with a single queue, each being the owner of
>> multiple tickets in that queue.
>> I created a new custom role, then assigned it to the queue. Next I added the
>> users to the custom role. (Done on the queue, watchers tab)
>> The I added the SeeQueue and ShowTickets permissions to the custom role on
>> the queue.
>>
>> Now when I login as either of the users I see all the tickets in that queue
>> owner by those users.
In this case, unprivileged users via (SelfService of course), just see
their own tickets. For me, I have just 2 menus: "Tickets" and "Logged in
foobar".
In Tickets, I just see "Open tickets" and "Closed Tickets". In both
pages, I just see tickets that users declarated as requestor.
The custom role not provide an access to see all ticket in the queue (as
elacour told to us).
Now I understand the goal of the roles, maybe it's possible to
automaticaly add custom role as a watcher to the right queue on all
existing tickets and the futur new ticket.
Do you think it's possible ?
Thx
>>
>> Hope that helps
>>
>> Best Regards
>>
>> Martin
>>
>>> On 2017-01-04 08:45, Emmanuel Lacour wrote:
>>>> Le 03/01/2017 à 18:27, Felix Defrance a écrit :
>>>> Hi all,
>>>> I don't find how I could add ShowTickets or QueueList in
>>>> SelfService.
>>>> I want to allow my unprivileged users, grouped by company name, to
>>>> see all tickets in their queue.
>>>> The group rights on the queue is correctly defined and users could
>>>> access to the tickets by entring the ticket number in the "goto
>>>> Ticket" field (top right in SelfService).
>>>> I have tried to play with CustomRole but it's not working for me. So
>>>> anybody known how I can do it?
>>> SelfService filters ticket list to tickets the user is watcher on
>>> (requestor or Cc). This is hard coded in
>>> share/html/SelfService/Elements/MyRequests:
>>> my $id = $session{'CurrentUser'}->id;
>>> my $Query = "( Watcher.id = $id )";
>>> if ($status) {
>>>$status =~ s/(['\\])/\\$1/g;
>>>$Query .= " AND Status = '$status'";
>>> }
>>> so if you wan't to relax this to all tickets users have ShowTicket
>>> rights, you have to modify this query ;)
>>> But I strongly discourage (unless really needed) to setup an RT
>>> instance with one queue per customer, best to think queues per
>>> internal support team and play with customroles/groups or customfields
>>> to set the customer.
--
Félix Defrance
PGP: 0x0F04DC57
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Thanks for your answers.
Before work on overlay to custom my rt setup, i have a question.
Privileged users have a rights to search in all RT database. But in my
setup, some users are customers and they are grouping in RT groups
called by their compagny name.
On the queues (called by compagny name too), the rights are applied by
using groups.
So, why they are able to search in all queues. I supposed they are
restricted to search just on their queue.
Thus, is it a mistake in my setup or RT have a security issue ? Is it
possible to limit the search instead of hide the search menu ?
Thanks,
Félix
Le 04/01/2017 à 21:53, Martin Wheldon a écrit :
> Hi,
>
> If you are looking at modifying menus then the following will help.
>
>
> https://docs.bestpractical.com/rt/4.4.1/writing_extensions.html#Adding-and-Modifying-Menus
>
> Best Regards
>
> Martin
>
> On 2017-01-04 17:31, Alex Hall wrote:
>> I'm honestly not sure which file you want, but my guess is
>> share/html/Elements/Tabs. In that file is a line that goes something
>> like:
>>
>> $search->child( users ...
>>
>> If you wrap that bit in a conditional, checking that the active user
>> is not a member of the group as I said in a previous message, that
>> should do the job.
>>
>> On Wed, Jan 4, 2017 at 12:21 PM, Felix Defrance <fe...@d2france.fr>
>> wrote:
>>
>>> Le 04/01/2017 à 15:47, Alex Hall a écrit :
>>>
>>> On Wed, Jan 4, 2017 at 9:35 AM, Felix Defrance <fe...@d2france.fr>
>>> wrote:
>>>
>>> Le 04/01/2017 à 15:10, Alex Hall a écrit :
>>>
>>> Okay, searching users is the problem? I'm not sure, but what about
>>> an overlay that conditionally shows that part of page templates? You
>>> could create a group to which you'd assign any user you don't want
>>> viewing other users, then find the element that displays the user
>>> search and add a condition to return nothing if the user belongs to
>>> that group?
>>> Yes, this is a part of the problem. The second, but not important,
>>> it's just for the look, the ability to custom "Rt at a glance"
>>> by user groups.
>>>
>>> For the first, I don't known how I can do " then find the element
>>> that displays the user search and add a condition to return nothing
>>> if the user belongs to that group"
>>
>> In one template, I was able to find this snippet to get the user
>> object:
>>
>> my $user = $session{'CurrentUser'}->UserObj;
>>
>> From there, I imagine you could check if the user is a member of a
>> certain group. Then "return 0" or something like that to stop the
>> element from loading. My Perl skills aren't worthy of being called
>> skills in any way, and I've never tried something quite like this, but
>> it's my first thought. Sorry I can't help more; hopefully a more
>> experienced user has a much simpler solution for you. :)
>>
>> Do you know if the menu search come from :
>> rt/share/html/Dashboards/Elements/* ? Or from another file ?
>>
>> I don't find documentation about these files and what are they doing
>> :(
>>
>> Thanks
>>
>>> On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance <fe...@d2france.fr>
>>> wrote:
>>>
>>> Le 04/01/2017 à 14:02, Alex Hall a écrit :
>>>
>>> Can you describe your setup more? I'm not sure why unprivileged
>>> users would need access to all queue tickets, or why each user would
>>> have their own queue? As I understand it, unprivileged users are end
>>> users (i.e. customers, those who don't work for your organization).
>>> Thus, they shouldn't be able to access an entire queue, only tickets
>>> they open. Make them privileged, and restrict their rights by adding
>>> them to a certain group, and your life may be a lot easier.
>>> Yes! In the begining, that's what I tried to do. Restrict
>>> privilieged users. But I didn't find how restrict the access to the
>>> SearchUser.
>>>
>>> A member of a queue can search and view all users.
>>>
>>> In my setup, a queue and group, are dedicated to a customer.
>>>
>>> A customer should not be able to fetch other informations that are
>>> not inside of their queue. Thus, not be able to search all user in
>>> RT database..
>>>
>>> Maybe, it's possible to limit the search function to their queue or
>>> desactivate the access to the menu search. Do you know about that ?
>>>
>>> Thanks,
>>>
>>> For example,
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Le 04/01/2017 à 15:47, Alex Hall a écrit :
>
>
> On Wed, Jan 4, 2017 at 9:35 AM, Felix Defrance <fe...@d2france.fr
> <mailto:fe...@d2france.fr>> wrote:
>
>
> Le 04/01/2017 à 15:10, Alex Hall a écrit :
>> Okay, searching users is the problem? I'm not sure, but what
>> about an overlay that conditionally shows that part of page
>> templates? You could create a group to which you'd assign any
>> user you don't want viewing other users, then find the element
>> that displays the user search and add a condition to return
>> nothing if the user belongs to that group?
> Yes, this is a part of the problem. The second, but not important,
> it's just for the look, the ability to custom "Rt at a
> glance" by user groups.
>
> For the first, I don't known how I can do " then find the element
> that displays the user search and add a condition to return
> nothing if the user belongs to that group"
>
> In one template, I was able to find this snippet to get the user object:
> my $user = $session{'CurrentUser'}->UserObj;
>
> From there, I imagine you could check if the user is a member of a
> certain group. Then "return 0" or something like that to stop the
> element from loading. My Perl skills aren't worthy of being called
> skills in any way, and I've never tried something quite like this, but
> it's my first thought. Sorry I can't help more; hopefully a more
> experienced user has a much simpler solution for you. :)
Do you know if the menu search come from :
rt/share/html/Dashboards/Elements/* ? Or from another file ?
I don't find documentation about these files and what are they doing :(
Thanks
>
>>
>> On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance <fe...@d2france.fr
>> <mailto:fe...@d2france.fr>> wrote:
>>
>>
>> Le 04/01/2017 à 14:02, Alex Hall a écrit :
>>> Can you describe your setup more? I'm not sure why
>>> unprivileged users would need access to all queue tickets,
>>> or why each user would have their own queue? As I understand
>>> it, unprivileged users are end users (i.e. customers, those
>>> who don't work for your organization). Thus, they shouldn't
>>> be able to access an entire queue, only tickets they open.
>>> Make them privileged, and restrict their rights by adding
>>> them to a certain group, and your life may be a lot easier.
>> Yes! In the begining, that's what I tried to do. Restrict
>> privilieged users. But I didn't find how restrict the access
>> to the SearchUser.
>>
>> A member of a queue can search and view all users.
>>
>> In my setup, a queue and group, are dedicated to a customer.
>>
>> A customer should not be able to fetch other informations
>> that are not inside of their queue. Thus, not be able to
>> search all user in RT database..
>>
>> Maybe, it's possible to limit the search function to their
>> queue or desactivate the access to the menu search. Do you
>> know about that ?
>>
>> Thanks,
>>>
>>> For example, you might have a group called "basic users" to
>>> which you'd add the users you currently consider
>>> unprivileged. That group would have only a few rights, but
>>> since its members would be privileged, you wouldn't run into
>>> RT's built-in restrictions.
>>>
>>> As to one queue per user, that would quickly get hard to
>>> manage. Queues are for organizing tickets and users. Sure, a
>>> queue may have just one user, but each user shouldn't have
>>> their own queue. Trying to keep track of the rights of such
>>> a setup would be a nightmare, assuming you have a good
>>> amount of users. As an example, we have queues for
>>> technology, warehouse, customer service, and other divisions
>>> within the company. Some queues have a lot of people, some
>>> have a few, butthey are all logical groupings of tasks. If I
>>> made a new queue for every user, I'd have dozens of them,
>>> and tickets would be all over the place! Plus, there's email
>>> to consider; if you want to accept incoming emails for
>>> ticket replies, you have to make a new Fetchmail or Postfix
>>> entry for every single user/queue you have.
>>>
>
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Le 04/01/2017 à 15:10, Alex Hall a écrit : > Okay, searching users is the problem? I'm not sure, but what about an > overlay that conditionally shows that part of page templates? You > could create a group to which you'd assign any user you don't want > viewing other users, then find the element that displays the user > search and add a condition to return nothing if the user belongs to > that group? Yes, this is a part of the problem. The second, but not important, it's just for the look, the ability to custom "Rt at a glance" by user groups. For the first, I don't known how I can do " then find the element that displays the user search and add a condition to return nothing if the user belongs to that group" > > On Wed, Jan 4, 2017 at 8:57 AM, Felix Defrance <fe...@d2france.fr > <mailto:fe...@d2france.fr>> wrote: > > > Le 04/01/2017 à 14:02, Alex Hall a écrit : >> Can you describe your setup more? I'm not sure why unprivileged >> users would need access to all queue tickets, or why each user >> would have their own queue? As I understand it, unprivileged >> users are end users (i.e. customers, those who don't work for >> your organization). Thus, they shouldn't be able to access an >> entire queue, only tickets they open. Make them privileged, and >> restrict their rights by adding them to a certain group, and your >> life may be a lot easier. > Yes! In the begining, that's what I tried to do. Restrict > privilieged users. But I didn't find how restrict the access to > the SearchUser. > > A member of a queue can search and view all users. > > In my setup, a queue and group, are dedicated to a customer. > > A customer should not be able to fetch other informations that are > not inside of their queue. Thus, not be able to search all user in > RT database.. > > Maybe, it's possible to limit the search function to their queue > or desactivate the access to the menu search. Do you know about that ? > > Thanks, >> >> For example, you might have a group called "basic users" to which >> you'd add the users you currently consider unprivileged. That >> group would have only a few rights, but since its members would >> be privileged, you wouldn't run into RT's built-in restrictions. >> >> As to one queue per user, that would quickly get hard to manage. >> Queues are for organizing tickets and users. Sure, a queue may >> have just one user, but each user shouldn't have their own queue. >> Trying to keep track of the rights of such a setup would be a >> nightmare, assuming you have a good amount of users. As an >> example, we have queues for technology, warehouse, customer >> service, and other divisions within the company. Some queues have >> a lot of people, some have a few, butthey are all logical >> groupings of tasks. If I made a new queue for every user, I'd >> have dozens of them, and tickets would be all over the place! >> Plus, there's email to consider; if you want to accept incoming >> emails for ticket replies, you have to make a new Fetchmail or >> Postfix entry for every single user/queue you have. >> >> I hope this makes some sense. As I said, a lot of this depends on >> your usage pattern and setup concept. If you can explain that to >> us more, we might be able to help better. >> >> On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance <fe...@d2france.fr >> <mailto:fe...@d2france.fr>> wrote: >> >> Hello, >> >> You right, this rights isn't checked. >> >> But I can't view all tickets in selfservice anymore. >> >> I verify the same rights in : >> >> Admin > Queue, "select the queue name" and Group Rights, >> select and grant "unprivileged users" to Seequeue & Showtickets >> >> In the same section: >> >> grant group "compagny name" to Seequeue & Showtickets >> >> >> But no effect. >> >> I try to add a user to watchers 'CC', and grant watchers 'CC' >> to Seequeue & Showtickets but no effect too :( >> >> Another ideas ? >> >> Thanks, >> >> Félix. >> >> Le 03/01/2017 à 18:39, Alex Hall a écrit : >>> Have you granted the rights? In Admin > Global > Group >>> Rights, select the "unprivileged users" tab,
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Le 04/01/2017 à 14:02, Alex Hall a écrit : > Can you describe your setup more? I'm not sure why unprivileged users > would need access to all queue tickets, or why each user would have > their own queue? As I understand it, unprivileged users are end users > (i.e. customers, those who don't work for your organization). Thus, > they shouldn't be able to access an entire queue, only tickets they > open. Make them privileged, and restrict their rights by adding them > to a certain group, and your life may be a lot easier. Yes! In the begining, that's what I tried to do. Restrict privilieged users. But I didn't find how restrict the access to the SearchUser. A member of a queue can search and view all users. In my setup, a queue and group, are dedicated to a customer. A customer should not be able to fetch other informations that are not inside of their queue. Thus, not be able to search all user in RT database.. Maybe, it's possible to limit the search function to their queue or desactivate the access to the menu search. Do you know about that ? Thanks, > > For example, you might have a group called "basic users" to which > you'd add the users you currently consider unprivileged. That group > would have only a few rights, but since its members would be > privileged, you wouldn't run into RT's built-in restrictions. > > As to one queue per user, that would quickly get hard to manage. > Queues are for organizing tickets and users. Sure, a queue may have > just one user, but each user shouldn't have their own queue. Trying to > keep track of the rights of such a setup would be a nightmare, > assuming you have a good amount of users. As an example, we have > queues for technology, warehouse, customer service, and other > divisions within the company. Some queues have a lot of people, some > have a few, butthey are all logical groupings of tasks. If I made a > new queue for every user, I'd have dozens of them, and tickets would > be all over the place! Plus, there's email to consider; if you want to > accept incoming emails for ticket replies, you have to make a new > Fetchmail or Postfix entry for every single user/queue you have. > > I hope this makes some sense. As I said, a lot of this depends on your > usage pattern and setup concept. If you can explain that to us more, > we might be able to help better. > > On Wed, Jan 4, 2017 at 3:57 AM, Felix Defrance <fe...@d2france.fr > <mailto:fe...@d2france.fr>> wrote: > > Hello, > > You right, this rights isn't checked. > > But I can't view all tickets in selfservice anymore. > > I verify the same rights in : > > Admin > Queue, "select the queue name" and Group Rights, select > and grant "unprivileged users" to Seequeue & Showtickets > > In the same section: > > grant group "compagny name" to Seequeue & Showtickets > > > But no effect. > > I try to add a user to watchers 'CC', and grant watchers 'CC' to > Seequeue & Showtickets but no effect too :( > > Another ideas ? > > Thanks, > > Félix. > > Le 03/01/2017 à 18:39, Alex Hall a écrit : >> Have you granted the rights? In Admin > Global > Group Rights, >> select the "unprivileged users" tab, then grant "view queue". >> That should help, though our setup is quite different so I can't >> verify it. >> >> On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance >> <fe...@d2france.fr <mailto:fe...@d2france.fr>> wrote: >> >> Hi all, >> >> I don't find how I could add ShowTickets or QueueList in >> SelfService. >> >> I want to allow my unprivileged users, grouped by company >> name, to see all tickets in their queue. >> >> The group rights on the queue is correctly defined and users >> could access to the tickets by entring the ticket number in >> the "goto Ticket" field (top right in SelfService). >> >> I have tried to play with CustomRole but it's not working for >> me. So anybody known how I can do it? >> >> Thank you, >> >> -- >> Félix Defrance >> PGP: 0x0F04DC57 >> >> >> >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> ah...@autodist.com <mailto:ah...@autodist.com> > > -- > Félix Defrance > PGP: 0x0F04DC57 > > > > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com <mailto:ah...@autodist.com> -- Félix Defrance PGP: 0x0F04DC57
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Hi Manu,
Thanks for your answer ;)
I have tried to modify MyRequests in an overlay, yesterday, but my perl
coding is quite bad as you known ;)
Nevermind, I try to imagine use CC instead of modifing the hard coded
things, but in this goal, I'll need to define watchers automatically.
For example, I'll need to add "user group" called foobar to all existing
tickets in queue foobar and the futurs created tickets in it!
The question is, is it possible ?
In the other hand, I don't know whyone queue per customer is not a good
workflow.
Thanks,
Félix.
Le 04/01/2017 à 09:45, Emmanuel Lacour a écrit :
> Le 03/01/2017 à 18:27, Felix Defrance a écrit :
>>
>> Hi all,
>>
>> I don't find how I could add ShowTickets or QueueList in SelfService.
>>
>> I want to allow my unprivileged users, grouped by company name, to
>> see all tickets in their queue.
>>
>> The group rights on the queue is correctly defined and users could
>> access to the tickets by entring the ticket number in the "goto
>> Ticket" field (top right in SelfService).
>>
>> I have tried to play with CustomRole but it's not working for me. So
>> anybody known how I can do it?
>>
>
> SelfService filters ticket list to tickets the user is watcher on
> (requestor or Cc). This is hard coded in
> share/html/SelfService/Elements/MyRequests:
>
> my $id = $session{'CurrentUser'}->id;
> my $Query = "( Watcher.id = $id )";
>
> if ($status) {
> $status =~ s/(['\\])/\\$1/g;
> $Query .= " AND Status = '$status'";
> }
>
>
> so if you wan't to relax this to all tickets users have ShowTicket
> rights, you have to modify this query ;)
>
> But I strongly discourage (unless really needed) to setup an RT
> instance with one queue per customer, best to think queues per
> internal support team and play with customroles/groups or customfields
> to set the customer.
--
Félix Defrance
PGP: 0x0F04DC57
Re: [rt-users] How unprivileged users could see all tickets in their queue?
Hello, You right, this rights isn't checked. But I can't view all tickets in selfservice anymore. I verify the same rights in : Admin > Queue, "select the queue name" and Group Rights, select and grant "unprivileged users" to Seequeue & Showtickets In the same section: grant group "compagny name" to Seequeue & Showtickets But no effect. I try to add a user to watchers 'CC', and grant watchers 'CC' to Seequeue & Showtickets but no effect too :( Another ideas ? Thanks, Félix. Le 03/01/2017 à 18:39, Alex Hall a écrit : > Have you granted the rights? In Admin > Global > Group Rights, select > the "unprivileged users" tab, then grant "view queue". That should > help, though our setup is quite different so I can't verify it. > > On Tue, Jan 3, 2017 at 12:27 PM, Felix Defrance <fe...@d2france.fr > <mailto:fe...@d2france.fr>> wrote: > > Hi all, > > I don't find how I could add ShowTickets or QueueList in SelfService. > > I want to allow my unprivileged users, grouped by company name, to > see all tickets in their queue. > > The group rights on the queue is correctly defined and users could > access to the tickets by entring the ticket number in the "goto > Ticket" field (top right in SelfService). > > I have tried to play with CustomRole but it's not working for me. > So anybody known how I can do it? > > Thank you, > > -- > Félix Defrance > PGP: 0x0F04DC57 > > > > > -- > Alex Hall > Automatic Distributors, IT department > ah...@autodist.com <mailto:ah...@autodist.com> -- Félix Defrance PGP: 0x0F04DC57
[rt-users] How unprivileged users could see all tickets in their queue?
Hi all, I don't find how I could add ShowTickets or QueueList in SelfService. I want to allow my unprivileged users, grouped by company name, to see all tickets in their queue. The group rights on the queue is correctly defined and users could access to the tickets by entring the ticket number in the "goto Ticket" field (top right in SelfService). I have tried to play with CustomRole but it's not working for me. So anybody known how I can do it? Thank you, -- Félix Defrance PGP: 0x0F04DC57
Re: [rt-users] Change status to open when user respond to a ticket.
Hi,
I tested this scrip last week and it work's for me ;)
Cheers
Félix.
Le 26/09/2016 à 18:31, Felix Defrance a écrit :
> Thx for the doc Vinzenz.
>
> And now, do you think my scrip below will do the job ? (I'm not familar with
> perl..)
>
> ## --- Condition: User defined
> ## --- Action: User defined
> ## --- Template: blank
>
> ## --- Custom Condition:
>
> return 0 unless (
> $self->TransactionObj->Type eq "Correspond"
> && $self->TicketObj->QueueObj->Name eq "customercare"
> && $self->TicketObj->Status eq "customer_feedback_required"
> );
> return 1;
>
>
>
> ## --- Custom action preparation code:
> return 1;
>
>
> ## --- Custom action cleanup code:
> $self->TicketObj->SetStatus("open");
>
> Félix.
>
>
> Le 26/09/2016 à 16:15, Sinapius, Vinzenz a écrit :
>>
>> Hi,
>>
>>
>>
>> I solved this by creating a custom scrip. Take a look at
>> https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets and
>> https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets
>>
>>
>>
>> Cheers,
>>
>> Vinzenz
>>
>> Vinzenz Sinapius
>> Information Technology | Informationstechnik
>>
>> *trace**tronic***GmbH
>> Stuttgarter Str. 3
>> 01189 DRESDEN
>> GERMANY
>>
>> Phone: +49 351 205768-167
>> Fax: +49 351 205768-999
>> E-mail: vinzenz.sinap...@tracetronic.de
>> <mailto:vinzenz.sinap...@tracetronic.de>
>>
>> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
>> Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann,
>> Dr.-Ing. Peter Strähle
>> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
>>
>>
>>
>> *Von:*rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im
>> Auftrag von *Piet Honkoop
>> *Gesendet:* Montag, 26. September 2016 15:32
>> *An:* Felix Defrance <fe...@d2france.fr>;
>> rt-users@lists.bestpractical.com
>> *Betreff:* Re: [rt-users] Change status to open when user respond to
>> a ticket.
>>
>>
>>
>> Hi,
>>
>> I'm curious how to solve this one too :)
>>
>> even a bit more specific: if the requestor mails, reset status (so
>> not 'anybody')
>>
>> Best regards,
>>
>> Piet
>>
>>
>>
>> On 26-9-2016 14:46, Felix Defrance wrote:
>>
>> Hi,
>>
>>
>> I need to change ticket status to open when anybody respond to a
>> ticket by email or web UI and when the ticket is in a specific
>> status.
>>
>> This is a custom lifecycle, without stalled status, and which the
>> stalled status is a custom named status.
>>
>> So anybody known, how i could do the same "lifecycle" as stalled,
>> but for another status ?
>>
>> Thx,
>>
>> --
>>
>> Félix Defrance
>>
>> PGP: 0x0F04DC57
>>
>>
>> --
>> Dit bericht is gescanned op virussen en andere gevaarlijke
>> inhoud door *MailScanner* en lijkt schoon te zijn.
>>
>>
>> -
>>
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>>
>> * Boston - October 24-26
>>
>> * Los Angeles - Q1 2017
>>
>>
>>
>> --
>> Dit bericht is gescanned op virussen en andere gevaarlijke
>> inhoud door *MailScanner* en lijkt schoon te zijn.
>>
>
> --
> Félix Defrance
> PGP: 0x0F04DC57
--
Félix Defrance
PGP: 0x0F04DC57
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
Re: [rt-users] Change status to open when user respond to a ticket.
Thx for the doc Vinzenz.
And now, do you think my scrip below will do the job ? (I'm not familar with
perl..)
## --- Condition: User defined
## --- Action: User defined
## --- Template: blank
## --- Custom Condition:
return 0 unless (
$self->TransactionObj->Type eq "Correspond"
&& $self->TicketObj->QueueObj->Name eq "customercare"
&& $self->TicketObj->Status eq "customer_feedback_required"
);
return 1;
## --- Custom action preparation code:
return 1;
## --- Custom action cleanup code:
$self->TicketObj->SetStatus("open");
Félix.
Le 26/09/2016 à 16:15, Sinapius, Vinzenz a écrit :
>
> Hi,
>
>
>
> I solved this by creating a custom scrip. Take a look at
> https://rt-wiki.bestpractical.com/wiki/CustomConditionSnippets and
> https://rt-wiki.bestpractical.com/wiki/CustomActionSnippets
>
>
>
> Cheers,
>
> Vinzenz
>
> Vinzenz Sinapius
> Information Technology | Informationstechnik
>
> *trace**tronic***GmbH
> Stuttgarter Str. 3
> 01189 DRESDEN
> GERMANY
>
> Phone: +49 351 205768-167
> Fax: +49 351 205768-999
> E-mail: vinzenz.sinap...@tracetronic.de
> <mailto:vinzenz.sinap...@tracetronic.de>
>
> Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY
> Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann,
> Dr.-Ing. Peter Strähle
> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
>
>
>
> *Von:*rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im
> Auftrag von *Piet Honkoop
> *Gesendet:* Montag, 26. September 2016 15:32
> *An:* Felix Defrance <fe...@d2france.fr>; rt-users@lists.bestpractical.com
> *Betreff:* Re: [rt-users] Change status to open when user respond to a
> ticket.
>
>
>
> Hi,
>
> I'm curious how to solve this one too :)
>
> even a bit more specific: if the requestor mails, reset status (so not
> 'anybody')
>
> Best regards,
>
> Piet
>
>
>
> On 26-9-2016 14:46, Felix Defrance wrote:
>
> Hi,
>
>
> I need to change ticket status to open when anybody respond to a
> ticket by email or web UI and when the ticket is in a specific status.
>
> This is a custom lifecycle, without stalled status, and which the
> stalled status is a custom named status.
>
> So anybody known, how i could do the same "lifecycle" as stalled,
> but for another status ?
>
> Thx,
>
> --
>
> Félix Defrance
>
> PGP: 0x0F04DC57
>
>
> --
> Dit bericht is gescanned op virussen en andere gevaarlijke
> inhoud door *MailScanner* en lijkt schoon te zijn.
>
>
> -
>
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
>
> * Boston - October 24-26
>
> * Los Angeles - Q1 2017
>
>
>
> --
> Dit bericht is gescanned op virussen en andere gevaarlijke
> inhoud door *MailScanner* en lijkt schoon te zijn.
>
--
Félix Defrance
PGP: 0x0F04DC57
-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
[rt-users] Change status to open when user respond to a ticket.
Hi, I need to change ticket status to open when anybody respond to a ticket by email or web UI and when the ticket is in a specific status. This is a custom lifecycle, without stalled status, and which the stalled status is a custom named status. So anybody known, how i could do the same "lifecycle" as stalled, but for another status ? Thx, -- Félix Defrance PGP: 0x0F04DC57 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] RT upgrade or clean installation? (Debian)
||Hi Klaus, Recently, i've upgrade own RT from 4.0.6 to 4.4.0 and OS to jessie too. I've made a fresh install of Debian Jessie, install RT from the source (not from the deb), dump the old RT database to the new server, and apply these scripts to upgrade the database : rt-setup-database --action upgrade --force --skip-create --upgrade-from 4.0.6 --upgrade-to 4.3.13 I my case, it was necessary to re-run the "content" one shot (4.0.9 & 4.1.4) because they failed in the first execution time. rt-setup-database --action insert --datafile etc/upgrade/4.0.9/content --skip-create rt-setup-database --action insert --datafile etc/upgrade/4.1.4/content --skip-create Upgrade somethings perl -I ~/rt/lib/ etc/upgrade/time-worked-history perl -I ~/rt/lib/ etc/upgrade/vulnerable-passwords --fix Update you RT_SiteConfig.pm like it was describe in the documentation And it was a success ! Félix.| | Le 19/09/2016 à 09:39, Klaus Conrad a écrit : > On 19.09.2016 09:38, Klaus Conrad wrote: > [..] >> I. e. is it generally recommended to upgrade RT using the Debian package >> management system or should I rather start with a clean installation of >> Debian Etch with RT and then migrate my data over? > Debian Jessie I meant of course. > > Klaus > -- Félix Defrance PGP: 0x0F04DC57 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] db upgrade - [error]: Condition 'On Forward Transaction' not found
Hi rt-users !
I have recently upgraded our RT from version 4.0.7 to 4.4.0.
I have used the rt-setup-database like this:
rt-setup-database --action upgrade --force --skip-create --upgrade-from
4.0.6 --upgrade-to 4.3.13
Some errors/warning was solved by executing some 'insert' actions after
this first execution.
(i.e rt-setup-database --action insert --datafile
etc/upgrade/4.1.20/content --skip-create)
But for the 4.1.20 version, I have got two errors :
Processing 4.1.20
Now inserting data.
[21010] [Thu Jun 16 08:55:09 2016] [error]: Condition 'On Forward
Transaction' not found (/home/rt/rt/sbin/../lib/RT/Handle.pm:1360)
Trace begun at /home/rt/rt/sbin/../lib/RT.pm line 304
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x5d405e8)', 'Condition \'On
Forward Transaction\' not found') called at
/home/rt/rt/sbin/../lib/RT/Handle.pm line 1360
RT::Handle::InsertData('RT::Handle=HASH(0x61140c0)',
'./etc/upgrade/4.1.20/content', undef) called at
/home/rt/rt/sbin/rt-setup-database line 390
main::__ANON__ at /home/rt/rt/sbin/rt-setup-database line 403
main::action_insert('skip-create', 1, 'force', 1, 'backcompat',
'ARRAY(0x25d5b68)', 'action', 'upgrade', 'package', 'RT', 'datafile',
undef, 'datadir', './etc/upgrade/4.1.20', 'upgrade-from', 4.0.6,
'upgrade-to', 4.3.13) called at /home/rt/rt/sbin/rt-setup-database line 571
main::action_upgrade('package', 'RT', 'force', 1, 'action', 'upgrade',
'skip-create', 1, 'upgrade-to', 4.3.13, 'upgrade-from', 4.0.6) called at
/home/rt/rt/sbin/rt-setup-database line 210
[21010] [Thu Jun 16 08:55:09 2016] [error]: Condition 'On Forward
Ticket' not found (/home/rt/rt/sbin/../lib/RT/Handle.pm:1360)
Trace begun at /home/rt/rt/sbin/../lib/RT.pm line 304
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x5d405e8)', 'Condition \'On
Forward Ticket\' not found') called at
/home/rt/rt/sbin/../lib/RT/Handle.pm line 1360
RT::Handle::InsertData('RT::Handle=HASH(0x61140c0)',
'./etc/upgrade/4.1.20/content', undef) called at
/home/rt/rt/sbin/rt-setup-database line 390
main::__ANON__ at /home/rt/rt/sbin/rt-setup-database line 403
main::action_insert('skip-create', 1, 'force', 1, 'backcompat',
'ARRAY(0x25d5b68)', 'action', 'upgrade', 'package', 'RT', 'datafile',
undef, 'datadir', './etc/upgrade/4.1.20', 'upgrade-from', 4.0.6,
'upgrade-to', 4.3.13) called at /home/rt/rt/sbin/rt-setup-database line 571
main::action_upgrade('package', 'RT', 'force', 1, 'action', 'upgrade',
'skip-create', 1, 'upgrade-to', 4.3.13, 'upgrade-from', 4.0.6) called at
/home/rt/rt/sbin/rt-setup-database line 210
I don't know why the upgrade fail at the creation of these scrip.
In the web interface "Admin > Scrips" I have got nothing about "On
Forward Transaction" or "On Forward Ticket"
Thanks for the help,
--
Félix Defrance
PGP: 0x0F04DC57
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016
