We’re currently in the process of revamping our work flow here at work. This
includes streamlining our RT queue and rights. The proposal I’ve made is to
create queues for each department and a corresponding group. Each group will
have the following rights on the queue for which the group exists:
CommentOnTicket
CreateTicket
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
Every other group will only have the SeeQueue and CreateTicket rights in order
to be able to move tickets around but not take or steal tickets that aren’t in
their queue.
One person in each group will be assigned the WatchAsAdminCc and DelegateRights
permissions. Our tentative plan is to automatically set the owner to Nobody and
the status to new when a ticket is moved into a different queue. Along with
this, an email will be sent out informing the person with the WatchAsAdminCc right.
My question is whether or not the above list is sufficient. The way I see it,
everything else is more of an “Admin” level right that regular users shouldn’t
need. As we work out the details I’m sure more will present themselves as
useful but not destructive to users. We’ll make the determination about them as
the need arises.
Mathew
Keep up with me and what I’m up to: http://theillien.blogspot.com