Hey folks,
I’m looking to restrict what addresses can be added as AdminCC.
The idea is to prevent our staff from errantly adding an external party as
an AdminCC on a ticket because we don’t want external parties seeing
comments. Ideally this would be done by requiring that AdminCCs be members
of a group that is the authorization mechanism so we can add or remove
users to that group (likely to be our entire Staff group).
What’s the right way to do this?
On a related note what’s the Right to grant (or prevent) adding a queue
AdminCC?
thanks
ram
Hey folks,
I’m looking to restrict what addresses can be added as AdminCC.
The idea is to prevent our staff from errantly adding an external party
as an AdminCC on a ticket because we don’t want external parties seeing
comments. Ideally this would be done by requiring that AdminCCs be
members of a group that is the authorization mechanism so we can add or
remove users to that group (likely to be our entire Staff group).
What’s the right way to do this?
On a related note what’s the Right to grant (or prevent) adding a queue
AdminCC?
thanks
ram
I can answer your second question because I just went through this,
myself. To be able to add someone other than yourself to AdminCC for a
ticket, you must have ModifyTicket permissions.
I’m looking to restrict what addresses can be added as AdminCC.
The idea is to prevent our staff from errantly adding an external party as an AdminCC on a
ticket because we don’t want external parties seeing comments. Ideally this would be done by
requiring that AdminCCs be members of a group that is the authorization mechanism so we can
add or remove users to that group (likely to be our entire Staff group).
What’s the right way to do this?
Unfortunately, the right way to do this is to overlay
Ticket->_AddWatcher and add an additional check there. This is in
addition to tweaking the autocompleter not to return people outside
your group. You could probably do it by running around in the UI and
checking, but there are a number of places to do it.
On a related note what’s the Right to grant (or prevent) adding a queue AdminCC?
I’m pretty sure you need AdminQueue to affect Watchers on a Queue
level.
-kevin