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<DIV><SPAN class=533250011-19112007><FONT face=Verdana size=2>Hi
all,</FONT></SPAN></DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana size=2>we have been using
RT internally only for a little while now and it fits the purpose very
well.</FONT></SPAN></DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana size=2>We would like now
to use it for clients as well.</FONT></SPAN></DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana size=2>We are organised
like most companies with a support team who manages and own the primary
interaction with the clients and a development team that can sometimes be
involved in troubleshooting.</FONT></SPAN></DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana size=2>What I would like
to achieve is revoking the right to communicate with requestors (clients) to
people that are not part of the support team, but I would still want them to be
able to modify a ticket (change status for example).</FONT></SPAN></DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana size=2>I cannot figure
out how to do this :</FONT></SPAN></DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana size=2>- if I revoke
"ReplyToTicket" to non support people, they cannot reply to a ticket (fine), but
are denied the right to change ticket status and potentially other fields
(not fine).</FONT></SPAN></DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana size=2>- if I revoke
"ReplyToTicket" and grant "ModifyTicket" to non support people, they are
still able to reply to a ticket (not fine).</FONT></SPAN></DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana size=2>I would like
people outside the support group to be blocked from replying to a ticket, but I
would like them to be able to do anything else.</FONT></SPAN></DIV>
<DIV><SPAN class=533250011-19112007></SPAN> </DIV>
<DIV><SPAN class=533250011-19112007><FONT face=Verdana size=2>Any suggestion is
welcome, many thanks in advance.</FONT> </SPAN></DIV> </FONT>
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<FONT FACE="Verdana" SIZE="2">--</FONT>
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<FONT FACE="Verdana" SIZE="2"> </FONT>
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<FONT FACE="Verdana" SIZE="2">Jean-Michel Cazaux</FONT>
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<FONT FACE="Verdana" SIZE="2">Head of Technology</FONT>
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<DIV><STRONG><B><FONT COLOR="black"><SPAN STYLE="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Verdana">Eckoh UK Limited</SPAN></FONT></B></STRONG><FONT COLOR="black"><SPAN STYLE="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Verdana"><BR>Telford House, Corner Hall,<BR>Hemel Hempstead, Hertfordshire HP3 9HN</SPAN></FONT>
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<FONT COLOR="black"><SPAN STYLE="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Verdana"><STRONG>T</STRONG> 08701 107129</SPAN></FONT>
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<FONT COLOR="black"><SPAN STYLE="COLOR: black"><A HREF="http://www.eckoh.com/"><SPAN STYLE="FONT-SIZE: 10pt; FONT-FAMILY: Verdana"></SPAN></A><FONT FACE="Verdana" SIZE="2"> </FONT><A HREF="http://www.eckoh.com/"><FONT FACE="Verdana" SIZE="2">www.eckoh.com</FONT></A></SPAN></FONT><A></A><SPAN></SPAN><FONT SIZE="+0">
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<FONT FACE="Verdana" COLOR="black" SIZE="1"><SPAN STYLE="FONT-SIZE: 7.5pt; COLOR: black; FONT-FAMILY: Verdana"></SPAN></FONT> </DIV>
<DIV><STRONG><FONT FACE="Verdana" SIZE="2">Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007</FONT></STRONG></DIV>
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<DIV><STRONG><FONT FACE="Verdana" SIZE="2">Winner, Innovation of the Year Award, Transport Innovations 2007</FONT></STRONG></DIV>
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