[rt-users] See ticket, but none of the replies/comments

Kenneth Crocker KFCrocker at lbl.gov
Tue Jul 18 18:29:06 EDT 2006


	For Global privileges, make sure that CommentOnTicket and 
ShowTicketComments are not granted to any group or user. There should be 
no Global user rights granted. ShowTicket and SeeQueue should be the 
only privilege you grant (as far as looking at tickets is concerned) and 
I would only do that at the Global level if you want that granted 
regardless of Queue. This short list of rights should NOT let them see 
the comments on a ticket.

Rich Bowen wrote:
> On Jul 6, 2006, at 12:39, Kenneth Crocker wrote:
>> Rich,
>>     Check your global system group privileges and roles for that Queue.
> Yes, I did check the global system group privileges and roles for that 
> Queue. The question is, what permission/privilege should I be checking 
> for, since the ones that I thought ("show ticket" and "show ticket 
> comments") don't appear to have the desired effect, and the folks can 
> see the ticket *and* the comments, when I just want them to be able to 
> see the ticket.
>> Rich Bowen wrote:
>>> I want to be able to give "help desk" folks the ability to keep 
>>> seeing the tickets (ID, subject) after they have transferred it into 
>>> another queue - without seeing the comments/replies that have been 
>>> made on that ticket. I thought that this was "show ticket" without 
>>> "show ticket comments", but folks can still see the comments, which I 
>>> didn't expect.
>>> Any assistance?
>>> --Rich

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