On 5/18/06, Philip Kime <[EMAIL PROTECTED]> wrote:
I suppose I don't understand why you would add the "Watch" right to the developers Group since all that does according to the documentation is allow members of the Group to add *themselves* as CC on tickets in the support Queue? I thought that the developers Group could be added as a watcher on a ticket by anyone with ModifyTicket, even if the Group didn't have Watch right? I tried it and I can add a user without Watch right as CC to a queue.
Yep. You're right. May be developers really don't need right to add themself as Cc, but the right can be useful for managers of the support department, so they could watch any ticket in the queue and comment to tickets.
I see you understand how it works then it's subject to you decide how to configure your RT instance. PS: Please, always Cc to the list so other people could read and comment.
PK -----Original Message----- From: Ruslan Zakirov [mailto:[EMAIL PROTECTED] Sent: 17 May 2006 20:02 To: Philip Kime Cc: [email protected] Subject: Re: [rt-users] Why would I want to ... On 5/18/06, Philip Kime <[EMAIL PROTECTED]> wrote: > > > Give a group AdminCC on a Queue and assign Queue right to the AdminCC > Role instead of just assign Queue rights to the Group? http://wiki.bestpractical.com/?Rights > > Just trying to design a new rights schema to replace the spaghetti we > currently have and while I understand what the Watcher Roles do, I > can't see clearly why you'd want to assign rights via them ... Tickets inherit role rights from queues they belong to, so users on the Cc list of a ticket have rights you granted to the queue Cc role. Consider queue 'support', support department and development department. You grant all privileges (ModifyTicket and other) to owner role and OwnTicket+SeeQueue+ShowTicket right to support team on the queue. So now people from support department can see every ticket in the queue, but can reply and change a ticket only when they become an owner of the ticket. Also you grant right 'Watch' to developers group and ShowTicket, ShowTicketComments, CommentOnTicket to Cc role of the queue. So an owner of a ticket (member of the support team) can add developers to the Cc list of the ticket. After supporter has added a watcher, watcher can comment on the ticket and only after. > > PK > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > > -- Best regards, Ruslan.
-- Best regards, Ruslan.
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