How to disable the "Take" ticket action for a group?

RT Users
#1

Hello! I’ve created two privileged users groups (Service Desk Managers and Service Desk Operators).
I’d like the users in the Operators group to not be able to “Take” a ticket, so I disabled the TakeTicket privilege in the “Rights for Staff” tab.
The users of that group, however, still see the Take action if a ticket and are able to use it.
What am I missing?

Thanks!
Alessandro

#2

If you’re on 5.x.x you can use the rights inspector to see why those users are still getting the Take ticket right admin->tools->Rights inspector

#3

Thank you @knation I did it but the TakeTicket permission is assigned only to the Service Desk Managers group (and to root and RT_System of course).
I’m quite puzzled…

#4

If you put that user in the rights inspector and that right, does it say that are getting it from somewhere?

#5

Unfortunately not. I’m thinking it could depend from the long history of our installation (RT3 to 4 to 5…)
I tested what I wanted to achieve on a fresh installation with no data and it worked.