No ReplyToTicket, but I can still reply?


#1

(thanks for the pointers yesterday, by the way, all working now!)

Hi again,

As part of taming our RT system, I’m planning on renaming the General
queue as Inbox, and removing the rights for support staff to reply
directly from the General queue without filing the ticket in the
appropriate queue first, coupled with a TakeOnCorrespond scrip. I’ve
just removed the ReplyToTicket right from all users for the General
queue, and the Rights Matrix extension (thanks again Todd) shows that I
have no ReplyToTicket right, but I still get the Reply option in the
menu, and it still works.

What is going on? Where to start fault-finding?

This is RT 3.6.4

Best Regards

Howie


#2

Tooting my own horn:

The RightsMatrix extension can show you exactly how a user gets a right.

http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pmOn Tue, Jul 8, 2008 at 11:53 AM, Howard Jones howie@thingy.com wrote:

(thanks for the pointers yesterday, by the way, all working now!)

Hi again,

As part of taming our RT system, I’m planning on renaming the General
queue as Inbox, and removing the rights for support staff to reply
directly from the General queue without filing the ticket in the
appropriate queue first, coupled with a TakeOnCorrespond scrip. I’ve
just removed the ReplyToTicket right from all users for the General
queue, and the Rights Matrix extension (thanks again Todd) shows that I
have no ReplyToTicket right, but I still get the Reply option in the
menu, and it still works.

What is going on? Where to start fault-finding?

This is RT 3.6.4

Best Regards

Howie


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#3

Howard,

You might want to look at what you granted globally to "Roles". WE 

allow the “ReplyToTicket” right globally to the Requestor AND the CC
Watcher, since they might want to if they got something in the first
place. Anyway, whatever you take away at the queue level can be ignored
if the right has been granted at the global level to certain
groups/roles, etc. Hope this helps.

Kenn
LBNLOn 7/8/2008 8:53 AM, Howard Jones wrote:

(thanks for the pointers yesterday, by the way, all working now!)

Hi again,

As part of taming our RT system, I’m planning on renaming the General
queue as Inbox, and removing the rights for support staff to reply
directly from the General queue without filing the ticket in the
appropriate queue first, coupled with a TakeOnCorrespond scrip. I’ve
just removed the ReplyToTicket right from all users for the General
queue, and the Rights Matrix extension (thanks again Todd) shows that I
have no ReplyToTicket right, but I still get the Reply option in the
menu, and it still works.

What is going on? Where to start fault-finding?

This is RT 3.6.4

Best Regards

Howie


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


#4

IIRC, ModifyTicket allows reply. I may be mistaken though.

Howard Jones wrote:

(thanks for the pointers yesterday, by the way, all working now!)

Hi again,

As part of taming our RT system, I’m planning on renaming the General
queue as Inbox, and removing the rights for support staff to reply
directly from the General queue without filing the ticket in the
appropriate queue first, coupled with a TakeOnCorrespond scrip. I’ve
just removed the ReplyToTicket right from all users for the General
queue, and the Rights Matrix extension (thanks again Todd) shows that I
have no ReplyToTicket right, but I still get the Reply option in the
menu, and it still works.

What is going on? Where to start fault-finding?

This is RT 3.6.4

Best Regards

Howie


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati


#5

Todd Chapman wrote:

Tooting my own horn:

The RightsMatrix extension can show you exactly how a user gets a right.

http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm

I know :slight_smile: I’m using it already - it’s very handy. But it says I don’t
have the right, which is what I thought was the case…

Howie


#6

Todd,

You're right and you SHOULD toot your horn! (Blessed is he that toots 

his own horn. For he that does NOT toot his own horn, it will NOT be
tooted!!!) HA! HA! An old proverb ;-).
When I was using 3.4.4, Rights Matrix worked GREAT!. However, I’m
having some trouble installing Rights Matrix in my 3.6.4 version. I’ve
loaded everything OK in our /xxx/rt/src directory, but when I try to run
the make install, it asks for the path. No matter what I type in, it
doesn’t like the path I give it (/xxx/rt/rt-3.6.4/lib). I’ve tried
adding a slash at the end, just typing in the lib part and several other
variations and it just doesn’t work.
I think I need to change something in one of the src files but
don’t know which one or why or what to change. Do you have any ideas?
Thanks.

Kenn
LBNLOn 7/8/2008 10:18 AM, Todd Chapman wrote:

Tooting my own horn:

The RightsMatrix extension can show you exactly how a user gets a right.

http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm

On Tue, Jul 8, 2008 at 11:53 AM, Howard Jones howie@thingy.com wrote:

(thanks for the pointers yesterday, by the way, all working now!)

Hi again,

As part of taming our RT system, I’m planning on renaming the General
queue as Inbox, and removing the rights for support staff to reply
directly from the General queue without filing the ticket in the
appropriate queue first, coupled with a TakeOnCorrespond scrip. I’ve
just removed the ReplyToTicket right from all users for the General
queue, and the Rights Matrix extension (thanks again Todd) shows that I
have no ReplyToTicket right, but I still get the Reply option in the
menu, and it still works.

What is going on? Where to start fault-finding?

This is RT 3.6.4

Best Regards

Howie


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


#7

Todd Chapman wrote:
Tooting my own horn:

The RightsMatrix extension can show you exactly how a user gets a
right.

http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/Right
sMatrix.pm

This is a very nice tool! Thanks for writing it and putting it out
there.

Joe Hartley | Sr. Linux SysAdmin
Retail Solutions, Inc. (formerly VeriSign RDS)
40 Sharpe Drive
Cranston, RI 02920
joe.hartley@retailsolutions.com
+1 401.824.5040 (o) | +1 401.824.5002 (f)