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<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>We are
using RT 3.8.2 in this configuration: we have 3 queues, one for each workgroup,
and an "incoming" queue where tickets always land (through email
only). <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>People
from the three workgroups are privileged, and we have a scrip in place that
moves tickets from the "incoming" queue to one of the other queues
depending on who takes the ticket.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Nobody
can act on the "incoming" queue aside for taking tickets or
commenting.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Today
I took a ticket, and tried to link it with another ticket (with a "depends
on" link) that was still in the incoming queue. I got an "access
denied" message. I suspect this is because I did not own the other ticket,
but I could not take it because tho other ticket had to be taken by a member of
another workgroup.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Yesterday
I had another issue which I feel is directly related to this one: we got a
ticket that asked things logically belonging to two different workgroups, so I
took it and then split it in two different tickets (using the
"create" link next to "Children"). Since the child ticket
belonged to another workgroup I changed its properties to go in the incoming
queue and changed the owner to "nobody". The ticket got created, but
the link action failed with an "access denied" message.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>I
think the missing right here is "modify ticket", but I may be wrong.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>In
general, I feel that the "modify ticket" right is too broad, and I
think it would be nice to have it split in more "granular" rights.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Could
somebody help with the problem, or suggest another configuration?<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Thank
you in advance!<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Bye<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Cris<o:p></o:p></span></p>
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