See ticket, but none of the replies/comments

RT Users
1

I want to be able to give “help desk” folks the ability to keep
seeing the tickets (ID, subject) after they have transferred it into
another queue - without seeing the comments/replies that have been
made on that ticket. I thought that this was “show ticket” without
"show ticket comments", but folks can still see the comments, which I
didn’t expect.

Any assistance?

–Rich

2

Rich,

Check your global system group privileges and roles for that Queue.

Kenn
LBNL

Rich Bowen wrote:

3

Rich,

Check your global system group privileges and roles for that Queue.

Yes, I did check the global system group privileges and roles for
that Queue. The question is, what permission/privilege should I be
checking for, since the ones that I thought (“show ticket” and “show
ticket comments”) don’t appear to have the desired effect, and the
folks can see the ticket and the comments, when I just want them to
be able to see the ticket.

4

Rich,

Check your global system group privileges and roles for that Queue.

Yes, I did check the global system group privileges and roles for
that Queue. The question is, what permission/privilege should I be
checking for, since the ones that I thought (“show ticket” and “show
ticket comments”) don’t appear to have the desired effect, and the
folks can see the ticket and the comments, when I just want them to
be able to see the ticket.

5

Rich,

For Global privileges, make sure that CommentOnTicket and

ShowTicketComments are not granted to any group or user. There should be
no Global user rights granted. ShowTicket and SeeQueue should be the
only privilege you grant (as far as looking at tickets is concerned) and
I would only do that at the Global level if you want that granted
regardless of Queue. This short list of rights should NOT let them see
the comments on a ticket.

Kenn
LBNL
Rich Bowen wrote: