Group permission to comment but not reply

RT Users
1

I’m installing RT 4 for a software company. Customer issues are handled
by support staff and may need to go to the development team. I’ve set up
the two groups and populated them but I’m having trouble understanding
how I can allow the dev team to comment on tickets but not reply, while
allowing the support team both permissions. The Group configuration page
doesn’t seem to include those permissions

Can someone help me with the correct procedure, or point me to the
pertinent documentation?

Thanks,
Mike

2

Hi,

Don’t grand ModifyTicket and ReplyToTicket to developers group. This
includes avoid granting these rights on top system groups. Grant them
ShowTicket and CommentTicket rights.

In UI open configuration → queues → pick support queue → group
rights. RT4’s rights UI is different, but at the end it allows you as
much as RT3.On Fri, Jun 3, 2011 at 3:07 PM, Mike DeVries mike@dido.ca wrote:

I’m installing RT 4 for a software company. Customer issues are handled by
support staff and may need to go to the development team. I’ve set up the
two groups and populated them but I’m having trouble understanding how I can
allow the dev team to comment on tickets but not reply, while allowing the
support team both permissions. The Group configuration page doesn’t seem to
include those permissions

Can someone help me with the correct procedure, or point me to the pertinent
documentation?

Thanks,
Mike

Best regards, Ruslan.

3

Thanks. I wanted the group rights to apply to all queues so I set those
permissions globally. However i find that a user in the dev group is
still able to reply to tickets. Is it because users in the dev group are
also privileged users, which have the right to reply to tickets?

How are rights conflicts resolved? Do restrictions take precedence over
rights? Do rights of system groups trump rights of personal groups? Do
rights on specific queues trump global rights?

How is the best way to restrict rights of users who are in multiple groups?

Thanks,
MikeOn 6/3/2011 7:17 AM, Ruslan Zakirov wrote:

Hi,

Don’t grand ModifyTicket and ReplyToTicket to developers group. This
includes avoid granting these rights on top system groups. Grant them
ShowTicket and CommentTicket rights.

In UI open configuration → queues → pick support queue → group
rights. RT4’s rights UI is different, but at the end it allows you as
much as RT3.

On Fri, Jun 3, 2011 at 3:07 PM, Mike DeVriesmike@dido.ca wrote:

I’m installing RT 4 for a software company. Customer issues are handled by
support staff and may need to go to the development team. I’ve set up the
two groups and populated them but I’m having trouble understanding how I can
allow the dev team to comment on tickets but not reply, while allowing the
support team both permissions. The Group configuration page doesn’t seem to
include those permissions

Can someone help me with the correct procedure, or point me to the pertinent
documentation?

Thanks,
Mike

Mike DeVries
Dido Internet Inc
514-990-4444
mike@dido.ca

4

Thanks. I wanted the group rights to apply to all queues so I set those permissions globally.
However i find that a user in the dev group is still able to reply to tickets. Is it because
users in the dev group are also privileged users, which have the right to reply to tickets?

If you grant globally to Privileged, then all privileged users get
those rights, regardless of what groups they’re in.

Unfortunately, there are no negative rights in RT

You need to start low and local with your rights.

Keep in mind that you can add groups to groups to build your rights
structure.

-kevin