What to grant to Everyone

Hello,

We’re about to roll out RT to handle support issues now. Are following
ACLs enough to allow everyone to post questions and answer replies that
they get back from support staff?

Everyone:
CreateTicket

Requestor:
ReplyToTicket

Thanks in advance.

Kirill

Hello,

We’re about to roll out RT to handle support issues now. Are following
ACLs enough to allow everyone to post questions and answer replies that
they get back from support staff?

Everyone:
CreateTicket

Requestor:
ReplyToTicket

I usually grant CreateTicket, ReplyToTicket, and CommentOnTicket to
Everyone. That way, if anyone involved sends from an email address
other than the one RT is expecting, things still work. Users get
confused by the “Permission Denied” message they receive if they send
from an email address other than the one with which they opened the
ticket.

Cheers,

-Rich

Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html
rich@lafferty.ca -----------±----------------------------------------------

  • Rich Lafferty [2002-09-19 10:27]:

We’re about to roll out RT to handle support issues now. Are following
ACLs enough to allow everyone to post questions and answer replies that
they get back from support staff?

Everyone:
CreateTicket

Requestor:
ReplyToTicket

I usually grant CreateTicket, ReplyToTicket, and CommentOnTicket to
Everyone. That way, if anyone involved sends from an email address
other than the one RT is expecting, things still work. Users get
confused by the “Permission Denied” message they receive if they send
from an email address other than the one with which they opened the
ticket.

That’s true, didn’t think of that, thanks.

Kirill