[rt-users] No ReplyToTicket, but I can still reply?
(thanks for the pointers yesterday, by the way, all working now!) Hi again, As part of taming our RT system, I'm planning on renaming the General queue as Inbox, and removing the rights for support staff to reply directly from the General queue without filing the ticket in the appropriate queue first, coupled with a TakeOnCorrespond scrip. I've just removed the ReplyToTicket right from all users for the General queue, and the Rights Matrix extension (thanks again Todd) shows that I have no ReplyToTicket right, but I still get the Reply option in the menu, and it still works. What is going on? Where to start fault-finding? This is RT 3.6.4 Best Regards Howie ___ 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
Re: [rt-users] No ReplyToTicket, but I can still reply?
Tooting my own horn: The RightsMatrix extension can show you exactly how a user gets a right. http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm On Tue, Jul 8, 2008 at 11:53 AM, Howard Jones [EMAIL PROTECTED] wrote: (thanks for the pointers yesterday, by the way, all working now!) Hi again, As part of taming our RT system, I'm planning on renaming the General queue as Inbox, and removing the rights for support staff to reply directly from the General queue without filing the ticket in the appropriate queue first, coupled with a TakeOnCorrespond scrip. I've just removed the ReplyToTicket right from all users for the General queue, and the Rights Matrix extension (thanks again Todd) shows that I have no ReplyToTicket right, but I still get the Reply option in the menu, and it still works. What is going on? Where to start fault-finding? This is RT 3.6.4 Best Regards Howie ___ 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
Re: [rt-users] No ReplyToTicket, but I can still reply?
IIRC, ModifyTicket allows reply. I may be mistaken though. Howard Jones wrote: (thanks for the pointers yesterday, by the way, all working now!) Hi again, As part of taming our RT system, I'm planning on renaming the General queue as Inbox, and removing the rights for support staff to reply directly from the General queue without filing the ticket in the appropriate queue first, coupled with a TakeOnCorrespond scrip. I've just removed the ReplyToTicket right from all users for the General queue, and the Rights Matrix extension (thanks again Todd) shows that I have no ReplyToTicket right, but I still get the Reply option in the menu, and it still works. What is going on? Where to start fault-finding? This is RT 3.6.4 Best Regards Howie ___ 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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
Re: [rt-users] No ReplyToTicket, but I can still reply?
Todd Chapman wrote: Tooting my own horn: The RightsMatrix extension can show you exactly how a user gets a right. http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm I know :-) I'm using it already - it's very handy. But *it* says I don't have the right, which is what I thought was the case... Howie ___ 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
Re: [rt-users] No ReplyToTicket, but I can still reply?
Todd, You're right and you SHOULD toot your horn! (Blessed is he that toots his own horn. For he that does NOT toot his own horn, it will NOT be tooted!!!) HA! HA! An old proverb ;-). When I was using 3.4.4, Rights Matrix worked GREAT!. However, I'm having some trouble installing Rights Matrix in my 3.6.4 version. I've loaded everything OK in our /xxx/rt/src directory, but when I try to run the make install, it asks for the path. No matter what I type in, it doesn't like the path I give it (/xxx/rt/rt-3.6.4/lib). I've tried adding a slash at the end, just typing in the lib part and several other variations and it just doesn't work. I think I need to change something in one of the src files but don't know which one or why or what to change. Do you have any ideas? Thanks. Kenn LBNL On 7/8/2008 10:18 AM, Todd Chapman wrote: Tooting my own horn: The RightsMatrix extension can show you exactly how a user gets a right. http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm On Tue, Jul 8, 2008 at 11:53 AM, Howard Jones [EMAIL PROTECTED] wrote: (thanks for the pointers yesterday, by the way, all working now!) Hi again, As part of taming our RT system, I'm planning on renaming the General queue as Inbox, and removing the rights for support staff to reply directly from the General queue without filing the ticket in the appropriate queue first, coupled with a TakeOnCorrespond scrip. I've just removed the ReplyToTicket right from all users for the General queue, and the Rights Matrix extension (thanks again Todd) shows that I have no ReplyToTicket right, but I still get the Reply option in the menu, and it still works. What is going on? Where to start fault-finding? This is RT 3.6.4 Best Regards Howie ___ 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 ___ 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
Re: [rt-users] No ReplyToTicket, but I can still reply?
Todd Chapman wrote: Tooting my own horn: The RightsMatrix extension can show you exactly how a user gets a right. http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/Right sMatrix.pm This is a very nice tool! Thanks for writing it and putting it out there. -- Joe Hartley | Sr. Linux SysAdmin Retail Solutions, Inc. (formerly VeriSign RDS) 40 Sharpe Drive Cranston, RI 02920 [EMAIL PROTECTED] +1 401.824.5040 (o) | +1 401.824.5002 (f) ___ 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
