Hi all, we have been using RT internally only for a little while now and it fits the purpose very well. We would like now to use it for clients as well. We are organised like most companies with a support team who manages and own the primary interaction with the clients and a development team that can sometimes be involved in troubleshooting. What I would like to achieve is revoking the right to communicate with requestors (clients) to people that are not part of the support team, but I would still want them to be able to modify a ticket (change status for example). I cannot figure out how to do this : - if I revoke "ReplyToTicket" to non support people, they cannot reply to a ticket (fine), but are denied the right to change ticket status and potentially other fields (not fine). - if I revoke "ReplyToTicket" and grant "ModifyTicket" to non support people, they are still able to reply to a ticket (not fine). I would like people outside the support group to be blocked from replying to a ticket, but I would like them to be able to do anything else. Any suggestion is welcome, many thanks in advance. -- Jean-Michel Cazaux Head of Technology Eckoh UK Limited Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN T 08701 107129 F 08701 107107 M n/a W www.eckoh.com Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007 Winner, Innovation of the Year Award, Transport Innovations 2007 This communication contains information, which is confidential and may also be privileged. It is for the exclusive use of the intended recipient(s) only. If you are not the intended recipient(s) please note that any form of distribution, copying or use of this communication or the information in it is strictly prohibited and may be unlawful. If you have received this communication in error please return it to the sender and then delete it. Opinions expressed in this message are those of the author, and are not binding on the company.
Registered in England and Wales, No. 2796531 Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN A member of the Eckoh Plc group of companies.
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