[rt-users] Ticket Escalations

[anthony.meo at bt.com]

Ownership is being revoked by RT Core libraries ... which we want it to
do, but then the ticket cannot be moved be cause the user performing the
action is not in the owner group and therefore does not have modify
privileges, only own, reply, comment, showticket, seequeue, steal, take

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
www.btconferencing.com



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
anthony.meo at bt.com
Sent: Wednesday, August 17, 2005 12:48 PM
To: sturner at MIT.EDU; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Ticket Escalations

Ownership is being revoked by RT Core libraries.

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
www.btconferencing.com



-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Wednesday, August 17, 2005 12:00 PM
To: Meo,A,Anthony,MND62B R; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Ticket Escalations

At Wednesday 8/17/2005 11:40 AM, anthony.meo at bt.com wrote:
>Content-class: urn:content-classes:message
>Content-Type: multipart/alternative;
>         boundary="----_=_NextPart_001_01C5A342.008F2D1D"
>
>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)


_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com