There can be only one responder. Or should be

One of the groups that are using our RT server has the following high
on their wish list: They want to avoid the situation where two
watchers simultaneously reply to a new ticket; only the first answer
should go through, the second should bounce. And they want to work
chiefly through mail; they don’t want to have to take the ticket in
the web interface first.

The naïve approach is of course to make sure that only Requestor and
Owner has the ReplyToTicket and ModifyTicket rights, but then nobody
can reply to a ticket without taking it in the web interface first.
Setting up an AutoTake scrip (on correspond an ownerless ticket is
assigned to the sender) doesn’t help, since the rights are checked
before scrips are executed.

I’d rather not modify the standard scrips, since I have a lot of
queues and it would be awkward to have to copy the standard scrips to
every single queue except this one.

Any ideas how I could solve this using only queue-level rights and
queue-level additional scrips?

Leif Nixon - Systems expert
National Supercomputer Centre - Linkoping University

One of the groups that are using our RT server has the following high
on their wish list: They want to avoid the situation where two
watchers simultaneously reply to a new ticket; only the first answer
should go through, the second should bounce. And they want to work
chiefly through mail; they don’t want to have to take the ticket in
the web interface first.

The na�ve approach is of course to make sure that only Requestor and
Owner has the ReplyToTicket and ModifyTicket rights, but then nobody
can reply to a ticket without taking it in the web interface first.
Setting up an AutoTake scrip (on correspond an ownerless ticket is
assigned to the sender) doesn’t help, since the rights are checked
before scrips are executed.

I’d rather not modify the standard scrips, since I have a lot of
queues and it would be awkward to have to copy the standard scrips to
every single queue except this one.

Any ideas how I could solve this using only queue-level rights and
queue-level additional scrips?

As always, there a a number of ways to accomplish this. One
way may be to create a scrip that removes the other watcher
when the first watcher replies. That only works if the watcher
that is removed shouldn’t get Cc’d for further e-mails about
the ticket.

-Todd

Todd Chapman todd@chaka.net writes:> On Fri, Nov 25, 2005 at 04:13:37PM +0100, Leif Nixon wrote:

One of the groups that are using our RT server has the following high
on their wish list: They want to avoid the situation where two
watchers simultaneously reply to a new ticket; only the first answer
should go through, the second should bounce. And they want to work
chiefly through mail; they don’t want to have to take the ticket in
the web interface first.
[…]

As always, there a a number of ways to accomplish this. One
way may be to create a scrip that removes the other watcher
when the first watcher replies. That only works if the watcher
that is removed shouldn’t get Cc’d for further e-mails about
the ticket.

Hm, yes, you can play tricks like that, of course. Hadn’t thought
about that possibility.

In this case, everybody should still get cc:ed, but perhaps I can
do something like moving everybody else from AdminCc to Cc.

Thanks for the suggestion, I’ll think a bit more about this.

Leif Nixon - Systems expert
National Supercomputer Centre - Linkoping University