Howard,
You might want to look at what you granted globally to "Roles". WE
allow the "ReplyToTicket" right globally to the Requestor AND the CC
Watcher, since they might want to if they got something in the first
place. Anyway, whatever you take away at the queue level can be ignored
if the right has been granted at the global level to certain
groups/roles, etc. Hope this helps.
Kenn
LBNL
On 7/8/2008 8:53 AM, Howard Jones wrote:
> (thanks for the pointers yesterday, by the way, all working now!)
>
> Hi again,
>
> As part of taming our RT system, I'm planning on renaming the General
> queue as Inbox, and removing the rights for support staff to reply
> directly from the General queue without filing the ticket in the
> appropriate queue first, coupled with a TakeOnCorrespond scrip. I've
> just removed the ReplyToTicket right from all users for the General
> queue, and the Rights Matrix extension (thanks again Todd) shows that I
> have no ReplyToTicket right, but I still get the Reply option in the
> menu, and it still works.
>
> What is going on? Where to start fault-finding?
>
> This is RT 3.6.4
>
> Best Regards
>
> Howie
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