The first line support techs on my helpdesk have no need to comment on a ticket. In all cases they should be replying to the requestor. Rather than try to educate them about the difference and monitor to make sure they're doing it, I would like to remove their commenting rights completely. I have removed their rights to 'CommentOnTicket', but they must have 'ModifyTicket' so that they can move the ticket to a different queue, assign it to a higher level tech or resolve it. Apparently 'ModifyTicket' implicitly gives the right to 'CommentOnTicket.'
I see in the mailing list archives that this issue has been discussed before: http://www.gossamer-threads.com/lists/rt/users/62608?search_string=modifyticket%20commentonticket;#62608 That message is specifically about 3.6.1. I just upgraded to 3.6.3 and have the same issue. Following Olaf's lead I modified four files: - html/Ticket/Update.html - html/Ticket/ModifyAll.html - html/Ticket/Elements/Tabs - html/Ticket/Elements/ShowTransaction Olaf changed the "or" to "and," I simply removed the references to ModifyTicket. I suppose at some point I might have users who can reply and/or comment on a ticket but are not allowed to move or resolve the ticket. The questions I want to ask: -Is it necessary for ModifyTicket to implicitly grant reply/comment rights, if there are separate rights for ReplyToTicket and CommentOnTicket? Logically it does make sense that someone with the authority to modify a ticket has, in most cases, the authority to reply to a ticket. Maybe Olaf and I are the only users who don't follow the norm on this. -Are there any other places I need to change? -Does anyone foresee any problems with this setup? I've made a few quick tries to circumvent the permissions by changing the URL parameters but it still defaults to reply. I'm not particularly worried about my users attempting to comment on the ticket for some malicious purpose, I'm only worried that they will use the "comment" feature absent-mindedly without realizing that the customer will never receive the message. That said, maybe I should just remove the buttons for commenting - if they need to comment, they can click "reply" then change the dropdown...I may do that. Anyway, thanks for reading - and thanks to BP for putting out such a great program. It beats out everything else I've tried. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com