Excellent - I'd not noticed that I could set the custom field permissions on a per-field basis. Learn something new every day :)
I guess I could put a 'Close' link next to 'Reply' that pre-selects the custom field. Then scrip the change to that. Thanks! Justin ------------------------------------------------------ Justin Hayes Support Manager [EMAIL PROTECTED] On 25 Jun 2008, at 10:20, Benjamin Weser wrote: > Hi Justin, > > I established the "indirect" method of changing the ticket status > here at our RT to get a kind of workflow. You can set permissions of > each CF at Configuration->Custom Fields-><NameOfCF>->Group Rights. > > There you are able to give your user (or better your groups) the > ModifyCustomField right. You won't need to set SeeCustomField or > ModifyCustomField globally then anymore. You just need to > "select" (activate) the CustomFields globally (for all queues) or on > queue level. > > Try it :) > Ben > > > Justin Hayes schrieb: >> Hi Ben, >> >> Thanks for that suggestion - had forgotten you can scrip based on >> the change to a custom field. However can you grant permissions to >> specific custom fields? I have others and don't want the customer >> to be able to change those. >> >> I had been thinking somewhere along the lines of altering the >> SetStatus fucntion in Ticket_Overlay.pm >> >> It currently does this: >> >> #Check ACL >> if ( $args{Status} eq 'deleted') { >> unless ($self->CurrentUserHasRight('DeleteTicket')) { >> return ( 0, $self->loc('Permission Denied') ); >> } >> } else { >> unless ($self->CurrentUserHasRight('ModifyTicket')) { >> return ( 0, $self->loc('Permission Denied') ); >> } >> } >> >> I was thinking about trying: >> >> #Check ACL >> if ( $args{Status} eq 'deleted') { >> unless ($self->CurrentUserHasRight('DeleteTicket')) { >> return ( 0, $self->loc('Permission Denied') ); >> } elsif ( $args{Status} eq 'resolved') { >> # do nothing as we don't mind people resolving >> } else { >> unless ($self->CurrentUserHasRight('ModifyTicket')) { >> return ( 0, $self->loc('Permission Denied') ); >> } >> } >> >> I figured that would be ok as you'd have to have the permission to >> see the ticket in the first place. >> >> Your method might be safer though, as you can permission it. >> >> Justin >> >> ------------------------------------------------------ >> Justin Hayes >> Support Manager >> [EMAIL PROTECTED] >> >> >> >> On 25 Jun 2008, at 09:45, Benjamin Weser wrote: >> >>> Hi Justin, >>> >>> sure. Establish a custom field with the right ModifyCustomField >>> for the user. Use the CF to trigger a scrip which sets the ticket >>> to resolved. >>> >>> Ben >>> >>> >>> Justin Hayes schrieb: >>>> I'd like to offer my customers an option to resolve a ticket >>>> themselves, however I don't want them to have the Modify Ticket >>>> permission (which I think is the one you need for changing status). >>>> >>>> Does anyone know of a way round this? I'm running 3.6.3 >>>> >>>> Cheers, >>>> >>>> Justin >>>> >>>> ------------------------------------------------------ >>>> Justin Hayes >>>> Support Manager >>>> [EMAIL PROTECTED] >>>> >>>> >>>> >>>> _______________________________________________ >>>> 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 >>>> >>> >> > _______________________________________________ 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