[rt-users] Can't assign ticket / Owner drop-down only shows Nobody - WinRT 3.4.5

[Kenneth Crocker]

Philip,


	Giving the right to "own" a ticket is not enough. The right 
"ModifyTicket" must also be granted if you want someone to modify 
status, time, date fields, etc. The "CommentOnTicket" can be used if you 
want a user to "only" be able to make comments and the "ReplyToTicket" 
and "SeeOutgoingEmail" are just for those abilities (regarding E_mail) 
as well. If you envision your use of RT going beyond a few people, then 
you should really consider not granting any rights to individuals but 
granting those rights to groups and adding the appropriate people to 
those groups. Individual rights can become a maintenence nightmare when 
a lot of people are using the system. Save "SuperUser" for the one or 
two people who manage RT as a whole. Hope this helps.

Kenn
LBNL

On 9/25/2007 12:29 PM, Epstein, Philip wrote:
> Hi, I recently installed the Windows version of RT (3.4.5) put out by 
> Netvigilance (_http://www.netvigilance.com/winrt_).  I am running into a 
> problem with Modifying tickets.  Whenever there is a drop-down box for 
> Owner, only "Nobody" is displayed.  I have read the FAQ, message board, 
> etc… but haven't found the solution.  Since I just installed it, I have 
> a very simple user set-up.  I have tried all manner of giving the 
> "OwnTicket" right to users:  global, per-queue, etc… and the drop-down 
> box only lists Nobody.  Even when a ticket has an owner, if I go to the 
> ticket and open the People display, the drop-down will have only Nobody, 
> so anytime you make changes to the ticket, it sets the owner back to 
> Nobody.  I have installed RTx::RightsMatrix and it confirms that 
> multiple users have the OwnTicket right but they never appear in the 
> drop-down.  I am aware of the fact that SuperUser does not automatically 
> gain the OwnTicket right so I have been explicitly giving OwnTicket. 
>  
> The WinRT support blog (run by Netvigilance) has an entry on this:
>  
> http://winrt.blogspot.com/2006/08/to-give-or-assign-ticket.html
>  
> that claims the ability to give/assign a ticket to someone else doesn't 
> work in 3.4.5.  They reference a thread on rt-devel:
>  
> http://www.gossamer-threads.com/lists/rt/devel/54909?search_string=GiveTicket;#54909
>  
> that talks about "GiveTicket" and "AssignTicket" rights.  But looking at 
> the code, I don't see indication that the functionality of changing the 
> Owner was taken out.
>  
>  I have delved into the codebase and everything seems like it should be 
> working, but I am not familiar enough with Perl  and the RT Object 
> Models to debug it.  Any help would be appreciated. 
>  
> WinRT (RT codebase 3.4.5)
> Windows Server 2003 with SP2
> Apache/2.0.52 (Win32) mod_perl/2.0.2 Perl/v5.8.6   (all installed 
> automatically by WinRT installer)
> 
> Philip Epstein
> 
> 
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