[rt-users] Ticket Escalations

[Stephen Turner]

At Wednesday 8/17/2005 11:40 AM, anthony.meo at bt.com wrote:
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>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.

How is his ownership revoked? It's not clear if this is automatic (through 
a scrip) or if he does this manually before changing the queue.

If it's the latter, try creating a scrip on QB which looks for tickets 
having their queue changed from QA and sets owner to nobody.

Also, it's important to know that the ticket is not being created in QB 
here - it's being modified. So create permissions on QB don't apply.

Let us know how it works out...
Steve


Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)