[rt-users] Permissions questions

[Young Sul]

I tried that, but I get a bounceback, as a comment requires a ticket-id to
work on.

It seems to me that there should be something other than simply
ModifyTicket..
it grants too many privileges. It would be nice to have ModifyTicketStatus
separate from ModifyTicket.

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Drew Mooney
Sent: Friday, September 27, 2002 1:14 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Permissions questions


Young Sul wrote:

*****
"...We want to create a queue where a group of admins receive tickets. They
then
assign those tickets to a group of sub-admins. The sub-admins should be
able to receive email notifying them of a new assigned ticket, work
on the ticket, be able to close/resolve (i.e. change status) the ticket
and make comments, BUT NOT be able to email the original requestor.
(we've had some incidents where overly-casual comments got back to the
customer)..."
************************

Young, etc

What if you setup a queue with both of the mail aliases both pointing to
'queuename-comment' rather than one pointing to 'queuename' and the other to
the corresponding 'queuename-comment' mail alias?

It would seem to me that unless a user/admin deliberately added a customer
email address to the CC: or adminCC: fields for a given ticket, that even
'Reply' actions on a ticket would keep the email correspondence internal.

Moving resolved tickets to the higher-level queue, and scrubbing their
history
thread of non-politically correct comments would then make it safe to use
the
'Reply' function.

Anyone else out there think this would work?

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