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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>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. <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Thanks again for the help.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Kenneth
Crocker<br>
<b>Sent:</b> Tuesday, September 21, 2010 1:37 PM<br>
<b>To:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> Re: [rt-users] Take and Change Owner Permissions<o:p></o:p></span></p>
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<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'>Jason,<br>
<br>
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.<br>
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?<br>
<br>
Just a few thoughts.<br>
<br>
Kenn<br>
LBNL<o:p></o:p></p>
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<p class=MsoNormal>On Tue, Sep 21, 2010 at 10:17 AM, Jason Ledford <<a
href="mailto:jledford@biltmore.com">jledford@biltmore.com</a>> wrote:<o:p></o:p></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>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:<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>CommentOnTicket<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>CreateTicket<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>ForwardMessage<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>ModifyTicket<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>OwnTicket<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>ReplyToTicket<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>SeeCustomField<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>SeeQueue<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>ShowTicket<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>ShowTicketComments<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>
<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>and
everyone has the following on the same queue<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>CreateTicket<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>ModifyCustomField<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>ReplyToTicket<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>SeeQueue<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>ShowTicket<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>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.<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'><br>
TIA for any help.<o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p>
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<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'> <o:p></o:p></span></p>
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<p class=MsoNormal><br>
<br>
RT Training in Washington DC, USA on Oct 25 & 26 2010<br>
Last one this year -- Learn how to get the most out of RT!<o:p></o:p></p>
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<p class=MsoNormal><o:p> </o:p></p>
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