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
$Ticket->CurrentUserHasRight(‘ReplyToTicket’) ) {
Is there any way to do it with callbacks? To add a new ACL like “take
someone’s ticket”?
Regards,
Jonathan Scher
List info:
The rt-devel Archives
View this message in context: http://www.nabble.com/Reply-to-a-ticket-only-if-you-own-it.-tf3428021.html#a9555755
You can do this using ACLs in the right way by granting ReplyToTicket
right to owner role only.On 3/19/07, Jonathan Scher js@oxado.com wrote:
Hello!
In order to avoid two agents to answer concurrently to a customer, I
would like to show the ‘Reply’ button - on rt/Ticket/Display.html page
- only if the agent already own it. A way to do it is to change a line
on share/html/Ticket/Elements/Tabs :
145
< if ( ($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: The rt-devel Archives
Best regards, Ruslan.