We're currently in the process of revamping our work flow here at work. This includes streamlining our RT queue and rights. The proposal I've made is to create queues for each department and a corresponding group. Each group will have the following rights on the queue for which the group exists:
CommentOnTicket CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket Watch Every other group will only have the SeeQueue and CreateTicket rights in order to be able to move tickets around but not take or steal tickets that aren't in their queue. One person in each group will be assigned the WatchAsAdminCc and DelegateRights permissions. Our tentative plan is to automatically set the owner to Nobody and the status to new when a ticket is moved into a different queue. Along with this, an email will be sent out informing the person with the WatchAsAdminCc right. My question is whether or not the above list is sufficient. The way I see it, everything else is more of an "Admin" level right that regular users shouldn't need. As we work out the details I'm sure more will present themselves as useful but not destructive to users. We'll make the determination about them as the need arises. Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________ 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
