Hi, in my RT setup I need to distinguish two groups of people:
1) internal staff which may not directly communicate with requestor 2) support manager who may I understand that the comment/correspondence mechanism is suitable for this scenario. However, it is important that the internal staff does not mistakingly respond with 'reply', thus I need to revoke their right to do so. If I understand the rights correctly, one has to remove ReplyToTicket as well as ModifyTicket. Taking away ModifyTicket removes other goodies though, such as changing the queue (ie. forwarding of ticket between departments). And there's no separate "change queue" privilege. What do you suggest? Regards, Michal Svoboda _______________________________________________ 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
