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
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
Any suggestion is welcome, many thanks in advance.
Head of Technology
Eckoh UK Limited
Telford House, Corner Hall,
Hemel Hempstead, Hertfordshire HP3 9HN
T 08701 107129
F 08701 107107
Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007
Winner, Innovation of the Year Award, Transport Innovations 2007
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