Have you tried setting the AdminCc when creating the ticket? You can do
that with the WebUI. If these tickets are being created via Email, then
downloading/installing the “CommandByMail” extension/plugin will allow
you to do this.
As to changing/setting the AdminCc once the ticket is created, that’s
strictly a “ModifyTicket” right. There are a couple things you can do to
a ticket /without/ that right, which are Make/Show Comments and
Reply/See Email & correspondence.
Another thing you can do is if you know who will be a regular AdminCc on
a Queue by queue basis, set the Queue AdminCc Watcher to that person and
then set the Queue Group Right for the AdminCc /role/ to allow
Hope this helps.
LBNLOn 12/3/2009 11:58 AM, Nick Kartsioukas wrote:
I currently have permissions set on tickets such that only the ticket
owner has the ModifyTicket right. If I create a ticket, and on the
ticket creation screen set someone as AdminCC, and submit the ticket,
the ticket is successfully created but I get a permission denied error
on adding the AdminCC. I’m not sure if this is a bug or a feature…I
would think that a privileged user creating a ticket should be able to
set an AdminCC (for a manager or someone else who wishes to follow the
ticket details), but the order in which RT creates the ticket prevents
that from working (ticket created, then a separate transaction to add
the AdminCC). This problem does not exist when adding a normal CC on
If I create the ticket with myself as the owner, it does allow me to set
AdminCC, but in our setup a privileged user (as a member of one
particular group) does not have ownership permissions in all the queues,
but we do have create ticket permissions in other queues.
Any ideas if there’s a way around this?
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