[rt-users] Ticket Escalations

[anthony.meo at bt.com]

Hi all,

My question I believe revolves mainly around permissions.  Please read
the described scenario below and if anyone has any suggestions, PLEASE
send them my way.

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 past his
area of expertise.  He now needs to escalate the ticket to QB.  The user
has modify privileges on the ticket because he owns it.  When changing
the Queue, he is removed as the owner (untaken) because 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.

I am basing the permissions on the wiki description of suggested
permissions http://wiki.bestpractical.com/index.cgi?PrivilegedUsers
....all of which work VERY well.  The purpose of using these permissions
is essentially to prevent a user from acting on a ticket before owning
it.  The only users who have modify permissions are the owners. 

Best,
->Anthony

  Anthony Meo
 Partner Integration Engineer
BT Conferencing, Inc.
25 Braintree Hill Park, Suite 200
Braintree, MA 02184____________
(p) 617.801.6636   (c) 617.429.9356
(f ) 617.801.6604
anthony.meo at btci.com
 <http://www.btconferencing.com/> 

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