[rt-users] There can be only one responder. Or should be.

[Todd Chapman]

On Fri, Nov 25, 2005 at 04:13:37PM +0100, Leif Nixon wrote:
> One of the groups that are using our RT server has the following high
> on their wish list: They want to avoid the situation where two
> watchers simultaneously reply to a new ticket; only the first answer
> should go through, the second should bounce. And they want to work
> chiefly through mail; they don't want to have to take the ticket in
> the web interface first.
> 
> The naïve approach is of course to make sure that only Requestor and
> Owner has the ReplyToTicket and ModifyTicket rights, but then nobody
> can reply to a ticket without taking it in the web interface first.
> Setting up an AutoTake scrip (on correspond an ownerless ticket is
> assigned to the sender) doesn't help, since the rights are checked
> before scrips are executed.
> 
> I'd rather not modify the standard scrips, since I have a lot of
> queues and it would be awkward to have to copy the standard scrips to
> every single queue except this one.
> 
> Any ideas how I could solve this using only queue-level rights and
> queue-level additional scrips?
> 

As always, there a a number of ways to accomplish this. One
way may be to create a scrip that removes the other watcher
when the first watcher replies. That only works if the watcher
that is removed shouldn't get Cc'd for further e-mails about
the ticket.

-Todd