Revoking Reply right but keeping right to modify ticket

Hi all,
we have been using RT internally only for a little while now and it fits
the purpose very well.

We would like now to use it for clients as well.

We are organised like most companies with a support team who manages and
own the primary interaction with the clients and a development team that
can sometimes be involved in troubleshooting.

What I would like to achieve is revoking the right to communicate with
requestors (clients) to people that are not part of the support team,
but I would still want them to be able to modify a ticket (change status
for example).

I cannot figure out how to do this :

  • if I revoke “ReplyToTicket” to non support people, they cannot reply
    to a ticket (fine), but are denied the right to change ticket status and
    potentially other fields (not fine).

  • if I revoke “ReplyToTicket” and grant “ModifyTicket” to non support
    people, they are still able to reply to a ticket (not fine).

I would like people outside the support group to be blocked from
replying to a ticket, but I would like them to be able to do anything
else.

Any suggestion is welcome, many thanks in advance.

Jean-Michel Cazaux
Head of Technology
Eckoh UK Limited
Telford House, Corner Hall,
Hemel Hempstead, Hertfordshire HP3 9HN

T 08701 107129
F 08701 107107
M n/a
W www.eckoh.com

Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007

Winner, Innovation of the Year Award, Transport Innovations 2007

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