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Guadaagnino,<br>
<br>
I had that same problem myself. I wanted people in one queue to be
able to link to tickets in another queue, but at the same time, I
DIDN'T want them to have the "ModifyTicket" right to the other queue
because they couldn't own it and work on it (I hate when 10 different
people can mess with tickets in another queue. No control at all.). The
answer was the configuration "StrictACL". If it is turned on
($StrictACL, 1) then you HAVE to grant "ModifyTicket" to people who are
not normally working on tickets in the queue you want to link to.
Turning OFF that config ($StrictACL, 0), allows users to link their
tickets from 1 queue to another WITHOUT the "ModifyTicket" privilege in
the linked queue. So this might do it for you. Hope this helps.<br>
<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 3/18/2009 6:07 AM, Guadagnino Cristiano wrote:
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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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