[rt-users] AdminCcs can reply even without ReplyToTicket right?

[Kenneth Crocker]

Ole Craig,


	Not that I know of. Of course, if the person that is the AdminCc is 
also the owner or requestor or in a group that has the "Reply.." right 
then yes, they can. You have to check on the redundancies for that 
person in any group or role with rights to the queue or global rights.


Kenn
LBNL

On 2/7/2008 3:45 PM, Ole Craig wrote:
> (RT 3.6.0)
> 
> Do AdminCC users automatically get the ability to correspond with the
> Requestor, even when the ReplyToTicket right is de-selected for the
> role? If so, why is it selectable at all?
> 
> I'm trying to restrict things such that only Owners or members of a
> specific privileged group can reply directly to customers; we generally
> use the AdminCC role as an escalation mechanism with engineering, and
> our developers have asked us to make sure that they can't accidentally
> reply to customers instead of commenting the ticket. I removed
> ReplyToTicket rights for everyone except Owners, Ccs, Requestors, and
> our user-defined CSE group, but after some testing it looks like non-CSE
> staffmembers can still correspond with the Requestor through RT. (I also
> checked using Todd's excellent RightsMatrix tool, and as far as I can
> tell nobody has ReplyToTicket who shouldn't.)
> 
> Am I missing something obvious?
> 
>