Hi I’d like to be able to restrict requestors the ability to assign the
ticket to anyone. Only Nobody. Is there a way to do that?
-jeff
Jeffrey,
You need to understand the RT privileges and their relationships. If
you are using self-service to ticket creation, merely limit what the
user can put into an email that creates a ticket. If you allow ticket
creation using WebUI, then you need to be careful of the “Global” rights
you grant, as well as the rights you grant to groups on a per-queue
basis. If you want to restrict ticket assignment to certain groups per
queue, then for those users that you want to be able to assign/take
tickets, they need to be in a group that has the following rights for
that queue:
"CreateTicket" (in case they have children tickets)
"OwnTicket"
"ReplyToTicket" (allows communication with requestors via email)
"SeeQueue"
"ShowTicket"
"SeeOutgoingEmail"
"ShowTicketComments"
"StealTicket" (unless you want only AdminCc to re-assign tickets)
"TakeTicket"
I'd reserve "ModifyTicket" for the roles "AdminCc" and "Owner". That
way you don’t have a bunch of people messing up tickets that are owned
by others.c Hope this helps.
Kenn
LBNLOn 1/30/2008 1:07 PM, Jeffrey Lee wrote:
Hi I’d like to be able to restrict requestors the ability to assign the
ticket to anyone. Only Nobody. Is there a way to do that?-jeff
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com