On Fri, Oct 12, 2012 at 4:37 AM, Bogdan Iosif <bogdan.iosif@gmail.com> wrote:

Hi,

In my case, when a customer posts a new ticket it goes to queue Q1. If agents assigned to Q1 can't solve it, the ticket is moved to Q2, handled by more advanced agents.

I would like to allow customers to reply on tickets while they are in Q2 but NOT allow them to post new tickets directly to Q2. Problem is, if I give them RO rights on the group assigned to Q2 they can't reply to a ticket while it's in Q2. Otherwise, if I give them RW rights they can reply but they can also post new tickets directly to Q2, which I do not want.

I'm thinking ACLs should be able to do it but maybe there's a simpler way.

/bogdan

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