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<p class=MsoNormal>Hi,<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I’m looking at a point of conflict that I’m having
with myself and RT. I made an option that makes it easy and quick to create a DependsOn
ticket in queues where users have SeeQueue/CreateTicket permission for. People
like to call them SubTickets here. Now the problem is if they don’t have
ShowTicket permission for the DependsOn ticket they can’t see information
like status and owner. I can grant that to the Requestor role (since who
creates the ticket becomes the requestor) But they also want other members who
have access to the same queue’s as the Requestor to be able to see the
information.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>The main info they want to be able to see is ticket ID, Subject,
Owner and Status. What would be the up and downside if I add that ticket
information in the display by over-ruling the ACL with the SystemUser? What possible
other solutions can I look at? I don’t want to give all users the
SeeQueue and ShowTicket Permissions for all queue’s they can create
DependsOn tickets in. If you do that those queue’s will also be displayed
in their ‘At a glance’ view. Giving them just SeeQueue and
CreateTicket allows them to create a ticket in a different queue without seeing
further information including the DependsOn information (I just double checked.
It looks like you can see ID and Owner, but not Subject and Status without ShowTicket).<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Kind regards,<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Ton Hoogstraten<o:p></o:p></p>
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