RT 3.4.4
First question, which should be fairly simple: Is there a way to allow
folks to reply to their tickets via email without allowing Everyone to
have ‘Reply To Ticket’ granted? Ideally I would like for a requestor,
owner, cc, admincc, or anyone who has emailed in on a ticket to be able
to reply to their own ticket, but not to everyone else’s as is the case
with the ‘Reply To Ticket’ granted to ‘Everyone.’ In reading through
documentation, it seems as though this is the only way to make email
replies work in that manner? I am not particularly interested in
allowing folks from other email addresses to reply to a ticket where
they were not already getting email as either the owner, requestor, cc,
or admincc.
Next question: I am using the self-service interface along with
authenticating to LDAP for basic users (that do not do work in any
queues, but for example need to submit requests to MIS.) They needed a
custom form, and rather than trying to parse this via email it was
simpler in my opinion for folks that are not privileged to hit the SS
interface and submit requests there. Any unprivileged needs to be able
to submit a request to any queue. This isn’t a problem and works as it
should. Where I run into an issue is with Privileged users having the
same ability in the normal RT interface, and thus they have the ability
to make a ticket in any queue. What happens is that unfortunately they
can assign a ticket directly to a queue member without the queue admin
assigning it to a user first, which poses a serious issue for our
organization.
Is there a way to change this to where one has the ability to submit a
ticket to any queue but only either themselves or ‘nobody’ without
removing the SeeQueue permission? (Assuming the normal RT interface,
Self-Service interface of course doesn’t have the option even available
thus the point is moot.) I feel like I may be missing the obvious on
this one and was hoping someone could help me out.
Thanks!
-Mike