[rt-users] Cannot assign ticket

[William Catlan]

Kenn,

I appreciate the confirmation that the feature works.  I have tried a
number of different ways, including the more granular use of permissions
at the queue level.

Can you share the exact permissions you give to a group to allow them to
assign an owner to a ticket using People -> Owner driop down, as well as
the exact permissions you give to a group to allow them  to be assigned
a ticket?

I think I've tried all reasonable configurations, and it is not working
for me. My version of RT is 3.4.5 ... what version are you running?

Thanks,

Bill
  

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Friday, May 05, 2006 2:21 PM
To: William Catlan
Cc: Ruslan Zakirov; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Cannot assign ticket

William Catlan wrote:
>> 3.6. Assigning a Ticket
>>
>> Tickets can have an owner-the user responsible for working on the
>>     
> ticket or
>   
>> for coordinating the work. To assign a ticket to someone, go to the
>>     
> People
>   
>> form from the ticket display page, and select the user from the Owner
>> drop-down list, as shown in Figure 3-7. This list contains the
>>     
> usernames of
>   
>> all the users allowed to own tickets in the ticket's current queue.
>>
>> I try this, and only "Nobody" appears as an option.
>>     
> Grant right OwnTicket to groups/users who should be able to OwnTicket.
> http://wiki.bestpractical.com/?OwnTicket
>
> Thanks Ruslan.  Of course, I did grant that right to a group, at both
> the Queue and Global levels, along with SeeQueue, but I still could
not
> assign a ticket to someone in the group.
>
> I am hoping that someone will confirm this is a bug, or show me
> something I missed.
>
> Bill
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>   
Bill,

        If you already have a group with the correct permissions to see 
a ticket (seeQueue, SeeTicket, etc.) for a specific Queue, why in the 
world do you also grant any global rights at all? The whole point of 
making a Queue have group specific rights allows much more specific 
de-bugging when it comes to problems like this,. I think too many users 
of RT use the "shotgun" approach to granting rights and privileges. 
GLobal stuff just might be negateing any Queue specific group rights. 
It's almost like a programmer who isnb't sure he checked for something 
in his code so he puts the same code that does the checking all over the

progrm. It's redundant and makes everything much more difficult to 
debug. I think you need to go back to the drawing board on rights and 
decide how to tighten up the rights by being specific, not global and 
then see what you get and debug from there. That is how ours is set up 
and we have 23 Queues (for individual IT software support groups ) and 
more than twice than many groups (1 group for technical support of an 
application and 1 group for the user - who get less rights). Plus, we 
have created an approval workflow that allows for a specific Queue to 
hande the review/approval/rejection process for several other Queues and

ALL work and documentation stays with the original ticket number, even 
though the original ticket make be moved to different Queues. This 
cannot be done when you have a bunch of shotgun/global rights floating 
around. Hopes this concept helps.

Kenn