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<P ALIGN=LEFT><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Hi all,</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">My question</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">I</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> believe revolves mainly around permissions. Please read the described scenario below and if anyone has any suggestions, PLEASE send them my way.</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">I have Queue A (QA) and Queue B (QB). A ticket is created in QA. A staff member does what he can with the ticket and decides it is</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">past his area of expertise. He now needs to escalate the ticket to QB. The user has modify</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">privileges</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> on the ticket because he owns it. When changing the Queue, he is removed as the owner (untaken)</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">because</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"></FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">he does have create permissions on QB, but not own permissions. Once he untakes the ticket, permission denied is encountered because he is trying to change the queue but does not own the ticket and the ticket remains in the same queue.</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">I am basing the permissions on the wiki description of suggested</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> permission</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">s</FONT></SPAN><SPAN LANG="en-us"> </SPAN><A HREF="http://wiki.bestpractical.com/index.cgi?PrivilegedUsers"><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><U><FONT COLOR="#0000FF" SIZE=2 FACE="Arial">http://wiki.bestpractical.com/index.cgi?PrivilegedUsers</FONT></U></SPAN><SPAN LANG="en-us"></SPAN></A><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"></FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">…</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">.all of which work VERY well. The purpose of using these permission</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">s</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> is essentially to prevent a user from acting on a ticket before owning it.</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> The only users who have modify permissions are the owners.</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> </SPAN></P>
<P ALIGN=LEFT><SPAN LANG="en-gb"></SPAN><A NAME=""><SPAN LANG="en-gb"><FONT COLOR="#333300" SIZE=2 FACE="Comic Sans MS">Best,</FONT></SPAN></A></P>
<P ALIGN=LEFT><SPAN LANG="en-gb"><FONT COLOR="#333300" SIZE=2 FACE="Comic Sans MS">->Anthony</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="en-gb"><FONT FACE="Arial"> Anthony Meo</FONT></SPAN><SPAN LANG="en-us"><B></B></SPAN><SPAN LANG="en-us"><B></B></SPAN><B><SPAN LANG="en-gb"><BR>
<FONT COLOR="#444444" SIZE=2 FACE="Arial"></FONT></SPAN></B><SPAN LANG="en-us"><I></I></SPAN><SPAN LANG="en-us"><I></I></SPAN><I><SPAN LANG="en-gb"> <FONT COLOR="#444444" SIZE=2 FACE="Arial">Partner Integration Engineer</FONT></SPAN></I></P>
<P ALIGN=LEFT><B><SPAN LANG="en-gb"><FONT COLOR="#333399" SIZE=2 FACE="Arial">BT Conferencing, Inc.</FONT></SPAN></B><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-gb"><BR>
</SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-gb"><FONT COLOR="#444444" SIZE=1 FACE="Arial">25 Braintree Hill Park, Suite 200<BR>
</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><U></U></SPAN><U><SPAN LANG="en-gb"><FONT COLOR="#444444" SIZE=1 FACE="Arial">Braintree, MA 02184</FONT></SPAN></U><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-gb"><FONT COLOR="#444444" SIZE=1 FACE="Arial">____________<BR>
</FONT></SPAN><SPAN LANG="en-us"><B></B></SPAN><SPAN LANG="en-us"><B></B></SPAN><B><SPAN LANG="en-gb"><FONT COLOR="#444444" SIZE=1 FACE="Arial">(p) 617.801.6636 </FONT></SPAN></B><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-gb"> <FONT COLOR="#444444" SIZE=1 FACE="Arial">(c) 617.429.9356<BR>
(f ) 617.801.6604</FONT></SPAN></P>
<P ALIGN=LEFT><SPAN LANG="en-us"></SPAN><A HREF="mailto:anthony.meo@btci.com"><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><U></U></SPAN><U><SPAN LANG="en-gb"><FONT COLOR="#444444" SIZE=1 FACE="Arial">anthony.meo@btci.com</FONT></SPAN></U><SPAN LANG="en-us"></SPAN></A><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-gb"><BR>
</SPAN><SPAN LANG="en-us"></SPAN><A HREF="http://www.btconferencing.com/"><SPAN LANG="en-us"></SPAN><SPAN LANG="en-gb"></SPAN><SPAN LANG="en-us"></SPAN></A><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-gb"></SPAN></P>
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