[rt-users] Take and Change Owner Permissions

[Jason Ledford]

Thanks for your additional glance over my permissions.  They were indeed redundant permissions.  We are going to let anyone in the company create a work order and the only way I could get it to work properly was giving some of those permissions to everyone.  We also have some custom fields that I parse on the incoming email, so everyone needed to be able to modify some of those.  I didn't grant the showoutgoingemail because I honestly didn't know what it did, and thought it would be easier to add it later instead of taking it away if needed.  As for deleting, its currently just admins.

Thanks again for the help.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Tuesday, September 21, 2010 1:37 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Take and Change Owner Permissions

Jason,

A few questions; You allow "Everyone", not just Privileged or certain roles or specific User groups, the right to modify a custom field value in a ticket? Curious. Also, if you have granted "CreateTicket" to everyone, why did you grant it again to that group? They already have it as "Everyone". Same applies to "ReplyToTicket", "SeeQueue", and "ShowTicket". These can be dropped from the group. Redundant Privileges make for more difficult maintenance and a tougher time debugging "Rights" problems.
I also noticed you didn't grant "SeeOutgoingEmail" to anyone. I would think that at least the group might want to see what Email is coming and going. Who is allowed to delete a ticket? The owner?

Just a few thoughts.

Kenn
LBNL
On Tue, Sep 21, 2010 at 10:17 AM, Jason Ledford <jledford at biltmore.com<mailto:jledford at biltmore.com>> wrote:
I am having a problem with take and change owner permissions.  I have a user group that only has the following permissions on a specific queue:

CommentOnTicket
CreateTicket
ForwardMessage
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowTicket
ShowTicketComments

and everyone has the following on the same queue
CreateTicket
ModifyCustomField
ReplyToTicket
SeeQueue
ShowTicket

There are no other group or global rights appied that would affect this user.  If they are looking at unowned tickets on their RT at a glance, they have a link for Take, even though they don't have the Take Ticket right.  They can also go into the Jumbo view of a ticket and change the owner.  Am I misunderstanding this right?  If I am, how do I keep users from taking unowned tickets?  We are trying to set it up so there is a queue manager who sorts and assigns and don't want everyone to be able to just take tickets.

TIA for any help.






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