I'm finding the "modify ticket" permission setting is too broad for some situations. Here's my issue...
Let's say I have two queues, A, and B. I have a group associated with each queue as the "responsible" group (as in this group will handle tickets in each queue, so they can own tickets, close them, etc). However, sometimes someone from group A may need to create a ticket in queue B that relates to a project they're working on, and they'll want to link a ticket they own to that other ticket as a dependency. Ticket 1 in queue A owned by Adam (member of queue A group). Adam needs Bob in queue B to complete a task for him, this task must get done for ticket 1 to continue. So Adam creates ticket 2 in queue B, and wants to make it a dependency of ticket 1. However, in order to link the tickets, Adam needs "modify ticket" permissions in queue B, but we don't want Adam to be able to resolve/delete tickets in queue B, or reply to tickets in queue B on which he isn't the requester. I don't want to give requester the ModifyTicket right, as then unprivileged end users/customers would be able to close their own tickets, which we don't want. As far as I can tell, there's no way to do this. Is that correct, or am I missing something? Permissions are set like this: Queue A: Owner has ModifyTicket, ReplyToTicket Requester has ReplyToTicket, ShowTicket Group A has AssignCustomFields, CommentOnTicket, CreateTicket, OwnTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments, StealTicket, TakeTicket, Watch, WatchAsAdminCc Group B has CreateTicket, SeeQueue, ShowTicket, ShowTicketComments Queue B is the same, the permissions for groups A and B are just swapped. _______________________________________________ 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
