[rt-users] Any differences between?

[Gaurav Ghimire]

Well Drew,

What I think is OwnTicket is once the Admin changes the owner to you, 
you own it, the ticket then cannot be taken/owned by anyone else. And if 
'TakeTicket' right is activated on any user or group then that 
particular ticket if is assigned to nobody can be taken on self.

Once you change the ownership to some other you see that there is no 
take option..that probably means that the ticket can further cannot be 
owned as told in the wiki. Keeping things simple.."Take Ticket" you are 
the king and you can take the ticket on your behalf :) .. "Own Ticket" 
..some one above you ..probably your boss will assign it to you...and 
you will then have to do the ticket.

Where I see the use is:

OwnTicket: A dept whereby one is the Departmental Chief and has 
subordinates, the Chief knows the capability of his/her subordinates and 
knows who can do what? so on that knowledge he then asks the RT Admin to 
not allow any of the Group Members the right to "TakeTicket" but only 
let him Admin the group and/or queue (whatever is necessary) and grant 
every other person there with the "OwnTicket" rights. That way he can 
assign the ticket to any of his subordinates. But in the mean time the 
other subordinates are to be kept on AdminCcs n watch so everybody knows 
whats been cooked and the chief can keep an eye of the ticket as it gets 
on its way, changes ownership if necessary.

TakeTicket: The chief along with his/her subordinates are in some 
critical or say a department where every person knows some or more of 
the task the department handles. In such case the chief keeping the 
Admin (group n queue [whatever is necessary] ) right to himself, asks 
the RT Admin to allow all the subordinates with right to "TakeTicket" 
and also "OwnTicket" and others as above. This way as subordinates see 
some tickets..the take it on their own (here they will probably have 
more comments) and if the cheif sees some necessity of someone specific 
being assigned of the job, he will do so.

Well this is what I summarized out of the two rights and their use the 
way I see. I might have been mistaken somewhere so more light on the 
subject would be highly appreciated.

Regards,

Gaurav

Drew Barnes wrote:
> I think OwnTicket means someone can assign a ticket to you but you 
> can't take it yourself but I have been mistaken before.
>
> Gaurav Ghimire wrote:
>> Hi,
>>
>> Are there any differences between the rights "OwnTicket" and 
>> "TakeTicket" they sound similar I doubt if the job is same as well.
>>
>> Regards,
>>
>> Gaurav
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