[rt-users] Tickets private to the owner & requestor

[Rick Russell]

Changing ownership is a right associated with ModifyTicket, which 
requires ShowTicket to be useful.

You could do it with queue rights; give somebody ShowTicket & 
ModifyTicket on a Queue (call it "incoming" or something), then they can 
assign the owner and move the ticket to a new queue where they do not 
have View or Modify rights (call it "in progress" or something).

That's how we handle our Security incident queue. Anybody can put a 
ticket in the queue, but the ability to actually view or modify the 
tickets is restricted to the security group.

Rick R.


Duncan Hutty wrote:
> I would like any user (say user1) to be able to assign a ticket to any
> other user (say user2), but not allow user1 to view all user2's tickets;
> ideally, user1 could view the tickets that he (user1) created and/or
> assigned to user2, but not any other ticket owned by user2.
> Is that possible?
> 
> I thought that this would help:
> New Queue: Blah
> New Group: BlahUsers
> GroupRights for Queue Blah:
>     BlahUsers get CreateTicket
>     Requestor gets ShowTicket, ModifyTicket, SeeQueue
>     Owner gets Show, Own, Modify, etc.
> 
> But the members of BlahUsers are not listed in the owner pull-down menu 
> when creating a ticket. Is there something else I need to grant to the 
> BlahUsers Group that will enable them to assign any ticket they created 
> to any member of BlahUsers?
> 
>