Roy El-Hames wrote: > Kenn; > Thanks for this , a couple of questions: > If you have granted your users the SeeQueue right how are you stopping > them from seeing the ticket listings within a queue??? > Its interesting your point about CommentOnTicket right , are you > saying if someone have ModifyTicket they can Comment on a ticket .. I > think this is broken, because I am sure you want some users (like > customers) to modify a ticket (change status etc ) but not add / see > comments? > > Roy >
Hey Roy, Couple of things, there a good document on the wiki about this; http://wiki.bestpractical.com/view/Rights Also you would find the 'RT Essentials' book quite helpful for setting user permissions. SeeQueue just shows the Queue, not the contents of said Queue. Without this the actor wouldn't have the rights to access the queue to get a listing of tickets. Only tickets that the actor has 'ShowTicket' privilege on will show up. So if you only wanted Requestors to be able to have this privilege, you would take 'ShowTicket' away from 'Everyone' and make sure that 'Requestors' have it. As for the ModifyTicket / Comment, this is due to the nature of how that information is handled. Correspondence, Comments, Status, etc are all part of the Ticket. ModifyTicket does just that, and allows for changes over all of these things - it is kind of a catch all designed to administrators. If you wanted clients to be able to change the status of their tickets (see note below), you would have to add a new privilege. Extending RT in this direction wouldn't be too bad. However, allowing clients to set the ticket status doesn't seem like that great of a deal to me. If a ticket is closed and someone adds another correspondence to it, the ticket becomes open again. I believe this is also the case for stalled tickets. So a client can change the status back to open if action still needs to be taken. Really the only case is if the client wants to set a ticket to stalled or closed - this might not be what you want, as a client could errantly change the status of a ticket, and it could easily fall through the cracks... .r' _______________________________________________ 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
