[rt-users] Why would I want to ...

[Ruslan Zakirov]

On 5/18/06, Philip Kime <pkime at shopzilla.com> wrote:
> I suppose I don't understand why you would add the "Watch" right to the
> developers Group since all that does according to the documentation is
> allow members of the Group to add *themselves* as CC on tickets in the
> support Queue? I thought that the developers Group could be added as a
> watcher on a ticket by anyone with ModifyTicket, even if the Group
> didn't have Watch right? I tried it and I can add a user without Watch
> right as CC to a queue.
Yep. You're right. May be developers really don't need right to add
themself as Cc, but the right can be useful for managers of the
support department, so they could watch any ticket in the queue and
comment to tickets.

I see you understand how it works then it's subject to you decide how
to configure your RT instance.

PS: Please, always Cc to the list so other people could read and comment.
>
> PK
>
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: 17 May 2006 20:02
> To: Philip Kime
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Why would I want to ...
>
> On 5/18/06, Philip Kime <pkime at shopzilla.com> wrote:
> >
> >
> > Give a group AdminCC on a Queue and assign Queue right to the AdminCC
> > Role instead of just assign Queue rights to the Group?
> http://wiki.bestpractical.com/?Rights
>
> >
> > Just trying to design a new rights schema to replace the spaghetti we
> > currently have and while I understand what the Watcher Roles do, I
> > can't see clearly why you'd want to assign rights via them ...
> Tickets inherit role rights from queues they belong to, so users on the
> Cc list of a ticket have rights you granted to the queue Cc role.
> Consider queue 'support', support department and development department.
> You grant all privileges (ModifyTicket and other) to owner role and
> OwnTicket+SeeQueue+ShowTicket right to support team on the queue. So now
> people from support department can see every ticket in the queue, but
> can reply and change a ticket only when they become an owner of the
> ticket. Also you grant right 'Watch' to developers group and ShowTicket,
> ShowTicketComments, CommentOnTicket to Cc role of the queue. So an owner
> of a ticket (member of the support team) can add developers to the Cc
> list of the ticket. After supporter has added a watcher, watcher can
> comment on the ticket and only after.
>
> >
> > PK
> >
> > --
> > Philip Kime
> > NOPS Systems Architect
> > 310 401 0407
> >
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>
> --
> Best regards, Ruslan.
>


-- 
Best regards, Ruslan.