Separating access to queues (a la CPAN)

RT Users
21

One thing I’ve noticed about self-service is that the user can change
the status of a ticket. I was surprised by that. I checked the wiki but
despite finding an excellent list of all the rights, could not figure
out which one allows the user to modify the ticket status. I’m guessing
it’s the ReplyToTicket. Is that right?

ModifyTicket

Thanks. If I login to RT as an unprivileged user, select a ticket, click
Reply, it appears that I have the ability to change the Status. However,
if I try to do that, RT does give me an error. It’d be nice to disable
this drop-down if the user does not have the permission to use it. Is
there a RT for submitting requests for RT?

Thanks,
William

Knowmad Services Inc.

22

Quoting William McKee william@knowmad.com:

One thing I’ve noticed about self-service is that the user can change
the status of a ticket. I was surprised by that. I checked the wiki but
despite finding an excellent list of all the rights, could not figure
out which one allows the user to modify the ticket status. I’m guessing
it’s the ReplyToTicket. Is that right?

ModifyTicket

Thanks. If I login to RT as an unprivileged user, select a ticket, click
Reply, it appears that I have the ability to change the Status. However,
if I try to do that, RT does give me an error. It’d be nice to disable
this drop-down if the user does not have the permission to use it. Is
there a RT for submitting requests for RT?

Just copy share/html/SelfService/Update.html to local/html/SelfService/ and edit
that copy to remove this line:
<&|/l&>Status</&>: <& /Elements/SelectStatus, Name=>“Status”, DefaultLabel =>
loc(“[_1] (Unchanged)”,$DefaultStatus) &>

No more status box.

23

Thanks for the pointer Drew. That took care of the box. I’ve also found
the section on the wiki about the overly system which is quite useful.

William

Knowmad Services Inc.