[rt-users] Revoking Reply right but keeping right to modify ticket

Jean-Michel Cazaux jeanmichel.cazaux at eckoh.fr
Mon Nov 19 13:06:47 EST 2007

Hi all,
we have been using RT internally only for a little while now and it fits
the purpose very well.
We would like now to use it for clients as well.
We are organised like most companies with a support team who manages and
own the primary interaction with the clients and a development team that
can sometimes be involved in troubleshooting.
What I would like to achieve is revoking the right to communicate with
requestors (clients) to people that are not part of the support team,
but I would still want them to be able to modify a ticket (change status
for example).
I cannot figure out how to do this :
- if I revoke "ReplyToTicket" to non support people, they cannot reply
to a ticket (fine), but are denied the right to change ticket status and
potentially other fields (not fine).
- if I revoke "ReplyToTicket" and grant "ModifyTicket" to non support
people, they are still able to reply to a ticket (not fine).
I would like people outside the support group to be blocked from
replying to a ticket, but I would like them to be able to do anything
Any suggestion is welcome, many thanks in advance. 
Jean-Michel Cazaux
Head of Technology
Eckoh UK Limited
Telford House, Corner Hall,
Hemel Hempstead, Hertfordshire HP3 9HN 
T 08701 107129
F 08701 107107
M n/a
W  www.eckoh.com
Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007
Winner, Innovation of the Year Award, Transport Innovations 2007
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Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN 
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