[rt-users] ticket with a new queue but requestor still from old queue/group

[Ruslan Zakirov]

On 9/1/06, Roy El-Hames <rfh at pipex.net> wrote:
> I did n't realise that RT can do that by default, I stand corrected by
RT sets ownership to nobody user when you're moving a ticket into a
queue and owner of the ticket has no right to own tickets in this
queue. This behaviour is controlled by ACL and is expexted under
normal logic: if user has no right to own then he shouldn't be an
owner. It didn't work right in some cases and should work fine in RT
3.4.6 and 3.6.1(may be 3.6.2) RT releases.

Note that if user has OwnTicket right on both queues then RT does
nothing. As Roy wrote in this case you have to use scrips to implement
your own workflow or change ACL as I described.

> Ruslan reply ..
> If the patch did not work for you, then its easy enough to re-set the
> user to Nobody using scrips and on queue change condition.
> Regards;
> Roy
>
> Maciak, TJ wrote:
> > Roy,
> >
> > The ownership was given to somebody who was in Queue A by a member who belonged to that queue/group.  I was just wondering if there was a way for RT to change ownership to "Nobody" If the tickets queue happened to change and the current owner did not Belong to that new queue/group.
> >
> > T.J. Maciak
> >
> > Internet/Intranet Developer
> > Department of IT
> > City of Grand Rapids
> > P: (616)456-3713
> > F: (616)456-3448
> >
> >
> >
> > -----Original Message-----
> > From: Roy El-Hames [mailto:rfh at pipex.net]
> > Sent: Friday, September 01, 2006 6:26 AM
> > To: Maciak, TJ
> > Cc: rt-users
> > Subject: Re: [rt-users] ticket with a new queue but requestor still from old queue/group
> >
> > RT does n't by default assign ownership to anyone else but Nobody, if
> > your system auto assign ownership, this must have been done by a custom
> > scrip written by you /your developers .. You'll need to investigate your
> > custom scrips in Global/scrips or Queues/Queue/scrips and modify them
> > accordingly  ..
> > Good luck;
> > Roy
> >
> > Maciak, TJ wrote:
> >
> >> Has anyone run into a problem where you have a ticket that has been
> >> assigned to a queue (Queue A) and then given
> >>
> >> To an owner who belongs to that group/queue.  After some time, the
> >> ticket is then moved to a different queue (Queue B)
> >>
> >> But for some reason the owner is the same person from the first queue
> >> (Queue A) even though they do not belong to the
> >>
> >> New queue/group (Queue B)?  Seems to me like the ticket should change to
> >> Nobody as owner.  Maybe this is permission
> >>
> >> Issue that I have set up different for one queue/group as this issue
> >> just recently came to my attention and we have been running
> >>
> >> RT for a year now.
> >>
> >>
> >>
> >> Any help, thoughts, ideas would be appreciated.
> >>
> >>
> >>
> >> Thank you,
> >>
> >>
> >>
> >> T.J. Maciak
> >>
> >>
> >>
> >> Internet/Intranet Developer
> >> Department of IT
> >> City of Grand Rapids
> >> P: (616)456-3713
> >>
> >> F: (616)456-3448
> >>
> >>
> >>
> >>
> >>
> >>
> >>
> >>
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> >
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-- 
Best regards, Ruslan.