[rt-users] Assigning a Ticket.

[Kenneth Crocker]

Gaurav,


	Yes. We are set up that way. This is what we have:

	1) Make the chief as the only Watcher/AdminCc for the queue.
	2) put the chief and all subordinates in a group named "Queuename-Support".
	3) set up the rights to the queue as follows:

		a) AdminCc; AssignCustomFields*, AdminQueue, DeleteTicket, 
DelegateRights*, ModifyACL*, ModifyQueueWatchers, ModifyScrips, 
ModifyTemplate, SeeGroup*, ShowConfigTab*, ShowScrips*, ShowTemplate*, 
StealTicket, WatchAsAdminCc*.
		b) Owner; ModifyTicket*.
		c) Requestor; ReplyToTicket*, SeeQueue*, ShowTicket*.
		d) "Queuename-Support"; CommentOnTicket, CreateTicket, OwnTicket, 
ReplyToTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, 
ShowTicketComments, TakeTicket, Watch.

	The rights with the * are the ones you might want to grant globally to 
those roles if you have a lot of queues.

	What this does is allow the chief to steal and re-assign a ticket 
already owned. It also enforces that only the current ticket owner can 
modify a ticket (except comments and correspondence witch all group 
members can now do), but lets any group member take a ticket that is NOT 
already owned. It also ensures that ALL requestors can see and reply 
about "their" ticket. As for CreatTicket, you might want to grant that 
right at the Queue level to either a named user group or to Privileged 
users only or whatever fits your needs. Hope this helps.


Kenn
LBNL

On 8/22/2008 3:10 AM, Gaurav Ghimire wrote:
> Hi there.
> 
> Scenario:
> 
> There is a Dept with a chief and subordinates. All of them are in the 
> AdminCcs. What I want is the tickets once created if not owned by anyone 
> can be taken by any of the members including the dept Chief. But in case 
> the Dept Chief wants some particular subordinate be looking after the 
> issue, assigns the ticket to that particular member. It did happen but 
> the downside is once I activate the 'OwnTicket' right to the 
> subordinates and chief. Even the subordinate is able to change the 
> ownership to some other member of the same group belonging to the same 
> queue. Can I not have something like only the cheif be able to assign 
> the ticket and not the subordinates.
> 
> I might have missed somewhere configuring and giving rights to the 
> group/queue/user. But I did not find any such issue. Rights assigned at 
> other places are fine to my knowledge. I am kind of sure that fellow 
> users in here might have had this issue once faced while implementing RT.
> 
> Any assistance or directions would be highly appreciated.
> 
> Regards,
> 
> Gaurav
> 
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