Requesters send their request for help to the “main” queue, we then have a
dispatcher move the ticket to a more descriptive queue, like “OS-Install”.
The “main” queue is the only queue that grants Everyone the CreateTicket
and SeeQueue perms. All other queues grant the Requester the following
perms, CommentOn Ticket, ReplyToTicket, and ShowTicket.
When we Resolve a ticket from OS-Install, and the user responds back
(usually to say thanks or via “Out of Office” autoreply) it reopens the
ticket. I thought I had stripped out all the rights that allow this, but
apparently something is still letting it happen. I only want tickets to be
created in “main” by the Requesters. But I want Requesters to be able to
correspond on their tickets and be able to view the ticket details when
they login. Can someone shed some light on which perms are best for what
I’m trying to do?
Thanks for any help!
Scott Newton - Systems Management Integration Professional - Sr
Portland, OR - (503) 221-2662 - T/L 388-2662