Reply to a ticket only if you own it

Hello!

In order to avoid two agents to answer concurrently to a customer, I
would like to show the ‘Reply’ button - on rt/Ticket/Display.html page

  • only if the agent already own it. A way to do it is to change a line
    on share/html/Ticket/Elements/Tabs :
    145
    < if ( ($Ticket->OwnerObj->id == $session{CurrentUser}->id) and
    ($can{‘ModifyTicket’} or $Ticket->CurrentUserHasRight(‘ReplyToTicket’) )) {

if ( $can{‘ModifyTicket’} or
$Ticket->CurrentUserHasRight(‘ReplyToTicket’) ) {

Is there any way to do it with callbacks? To add a new ACL like “take
someone’s ticket”?

Regards,
Jonathan Scher

The ACL you are mentioning already exists, it’s called “StealTicket”, it’s
associated to a Queue.

Jonathan Scher wrote:

Hello!

In order to avoid two agents to answer concurrently to a customer, I
would like to show the ‘Reply’ button - on rt/Ticket/Display.html page

  • only if the agent already own it. A way to do it is to change a line
    on share/html/Ticket/Elements/Tabs :
    145
    < if ( ($Ticket->OwnerObj->id == $session{CurrentUser}->id) and
    ($can{‘ModifyTicket’} or $Ticket->CurrentUserHasRight(‘ReplyToTicket’) ))
    {

if ( $can{‘ModifyTicket’} or
$Ticket->CurrentUserHasRight(‘ReplyToTicket’) ) {

Is there any way to do it with callbacks? To add a new ACL like “take
someone’s ticket”?

Regards,
Jonathan Scher


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View this message in context: http://www.nabble.com/Reply-to-a-ticket-only-if-you-own-it.-tf3428021.html#a9555755

You can do this using ACLs in the right way by granting ReplyToTicket
right to owner role only.On 3/19/07, Jonathan Scher js@oxado.com wrote:

Hello!

In order to avoid two agents to answer concurrently to a customer, I
would like to show the ‘Reply’ button - on rt/Ticket/Display.html page

  • only if the agent already own it. A way to do it is to change a line
    on share/html/Ticket/Elements/Tabs :
    145
    < if ( ($Ticket->OwnerObj->id == $session{CurrentUser}->id) and
    ($can{‘ModifyTicket’} or $Ticket->CurrentUserHasRight(‘ReplyToTicket’) )) {

if ( $can{‘ModifyTicket’} or
$Ticket->CurrentUserHasRight(‘ReplyToTicket’) ) {

Is there any way to do it with callbacks? To add a new ACL like “take
someone’s ticket”?

Regards,
Jonathan Scher


List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel

Best regards, Ruslan.