'Reply' rights - what am I missing?

Hi

Sorry for what may seem like an obvious question,

I have a queue that my privileged users are able to reply to, however I
don’t want them to be able to reply - only comment.

  • There are no ‘user’ rights set for anyone anywhere.
  • The ‘group’ rights for the queue
    (tools->config->queues->QUEUE->groupRights) do not allow 'Reply to Tickets’
    There are no global group rights (tools->config->global->group
    rights)(except relating to saved searches)

Why can my users still reply to tickets? What am I missing?

I imagine its something real obvious… but I’ve been looking through
access rights for the last hour and can’t see the wood for the trees…

Thanks

Boli
Jon ‘Boli’ Copeland
Network Engineer
IT Sales & Services Ltd
For support enquiries : support@itss.co.tz
For sales enquiries : sales@itss.co.tz
Sales Telephone : +255 (0) 7766 52338
In emergencies : +255 (0) 685 374780

Hi

Sorry for what may seem like an obvious question,

I have a queue that my privileged users are able to reply to, however I
don’t want them to be able to reply - only comment.

  • There are no ‘user’ rights set for anyone anywhere.
  • The ‘group’ rights for the queue
    (tools->config->queues->QUEUE->groupRights) do not allow ‘Reply to Tickets’
    There are no global group rights (tools->config->global->group
    rights)(except relating to saved searches)

Why can my users still reply to tickets? What am I missing?

I imagine its something real obvious… but I’ve been looking through
access rights for the last hour and can’t see the wood for the trees…

Try

Thanks

Boli

Jon ‘Boli’ Copeland
Network Engineer
IT Sales & Services Ltd
For support enquiries : support@itss.co.tz
For sales enquiries : sales@itss.co.tz
Sales Telephone : +255 (0) 7766 52338
In emergencies : +255 (0) 685 374780


RT Training in Seattle, June 19-20: Training — Best Practical Solutions

Best regards, Ruslan.

I have a queue that my privileged users are able to reply to, however I
don’t want them to be able to reply - only comment.

  • There are no ‘user’ rights set for anyone anywhere.
  • The ‘group’ rights for the queue
    (tools->config->queues->QUEUE->groupRights) do not allow 'Reply to Tickets’
    There are no global group rights (tools->config->global->group
    rights)(except relating to saved searches)

Why can my users still reply to tickets? What am I missing?

Do they have ModifyTicket?

-kevin