On Tue, Sep 27, 2011 at 06:37:47PM +0200, Lars Braeuer wrote:
> Hi,
>
> I was wondering if it is possible to allow a priviledged user to start a
> ticket as type "comment"
> instead type "reply". We are using 4.0.0 and I haven't seen anything like
> this in the changelog of
> 4.0.{1,2}.
>
> We have the following problem:
>
> Sometimes we open a new ticket (i.e. "New ticket in ..." button) *without* a
> Requestor on the
> ticket, we then usually write an internal starting comment as ticket kick
> off. This text which we
> want to be an internal comment is internally saved by RT as type "Reply".
>
> So if we later on add a Requestor to the ticket and give that requestor
> unpriviledged access to the
> RT webinterface, he will be able to see the initial text which was supposed
> to be an internal
> comment. So limiting the initial ticket opening process to the "reply" type
> seems to be somewhat
> inflexible.
>
> Having the ability to pick in between "comment" and "reply" when opening a
> new ticket via the
> webinterface would be very, very helpful.
>
> Until now we always create new tickets just with the text "Ticket creation",
> and then add a comment.
> But this is very annoying.
>
> Is there just an option/right I have missed to set correctly?RT considers Create to be a correspondence (reply). There's an extension, possibly not yet open sourced, to add a Comment box to the Create page so that while opening a ticket you can also leave an internal comment. -kevin
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