<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"><HTML DIR=ltr><HEAD><META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=iso-8859-1"></HEAD><BODY><DIV><FONT face='Arial' color=#000000 size=2>Currently, (as far as i can tell), the only way to actually
view a ticket (from a permissions standpoint, is to have the 'see ticket'
permission set against a particular user.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>This will ensure the user sees ticket in
the 10 newest...ect... against a particular queue, or if the that user
belongs to a group assigned to a queue that has that permission (which is how we
manage our queues/ business units/ queues)</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>What i need to be able to do is allow a user to
'load ticket' and be able to actually use the ticket display page to see
it, but not have it show up in their 10 newest tickets page.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>The context behind this is i need privaleged users
to submit tickets to queues that they do not manage. Typically that user
would not have access to view tickets in that queue. The change i want to
make is that the affected user would 'escalate the ticket to another queue' and
if they have requestor or Watcher privaleges, they can still view the ticket,
but i do not want it showing up in their 10 newest list. </FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>The way i envision this is in the ticket display
page another conditional statement would check for 'see ticket; as well as 'load
ticket; to decide whether this user can view the ticket.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Essentially, it distinguishes between a user who
actively should manage the ticket, or a user who is 'following' the ticket
through completion. Aditionally, i would like to permit the user to
comment / reply via setting permissions as well. Perhaps even adding
another permission level.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>I am inquiring what is required to do
this:</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Potentially it is already possible with the current
libraries and permissions ability, if not, where should i add these levels and
what is the most appropriate way to do this... if this is the route to take, i
understgand a fair amount of code editing is necessary, which is perfectly
acceptable. If this is the route to take, i am looking for the code level
detail of what needs to be done, or atleast what objects / database elements i
need to pay attention to. Finally, if the code change will be necessary, i
want to make sure to make this change globally, not to just one specific
functional area in RT so how far reaching is this.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>If a code chaneg is necessary, i will post my final
tested and QA'ed code to this user group as this seems to be functionality
others can use, especially when implimenting this in an 'enterprse'
environment.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>best,</FONT></DIV>
<DIV><FONT face=Arial size=2>-Anthony</FONT></DIV></BODY></HTML>