[rt-users] Resolve Ticket Option

[Benjamin Weser]

Hi Justin,

I established the "indirect" method of changing the ticket status here 
at our RT to get a kind of workflow. You can set permissions of each CF 
at Configuration->Custom Fields-><NameOfCF>->Group Rights.

There you are able to give your user (or better your groups) the 
ModifyCustomField right. You won't need to set SeeCustomField or 
ModifyCustomField globally then anymore. You just need to "select" 
(activate) the CustomFields globally (for all queues) or on queue level.

Try it :)
Ben


Justin Hayes schrieb:
> Hi Ben,
>
> Thanks for that suggestion - had forgotten you can scrip based on the 
> change to a custom field. However can you grant permissions to 
> specific custom fields? I have others and don't want the customer to 
> be able to change those.
>
> I had been thinking somewhere along the lines of altering the 
> SetStatus fucntion in Ticket_Overlay.pm
>
> It currently does this:
>
>     #Check ACL
>     if ( $args{Status} eq 'deleted') {
>             unless ($self->CurrentUserHasRight('DeleteTicket')) {
>             return ( 0, $self->loc('Permission Denied') );
>        }
>     } else {
>             unless ($self->CurrentUserHasRight('ModifyTicket')) {
>             return ( 0, $self->loc('Permission Denied') );
>        }
>     }
>
> I was thinking about trying:
>
>     #Check ACL
>     if ( $args{Status} eq 'deleted') {
>             unless ($self->CurrentUserHasRight('DeleteTicket')) {
>             return ( 0, $self->loc('Permission Denied') );
>     } elsif ( $args{Status} eq 'resolved') {
>         # do nothing as we don't mind people resolving
>     } else {
>             unless ($self->CurrentUserHasRight('ModifyTicket')) {
>             return ( 0, $self->loc('Permission Denied') );
>        }
>     }
>
> I figured that would be ok as you'd have to have the permission to see 
> the ticket in the first place.
>
> Your method might be safer though, as you can permission it.
>
> Justin
>
> ------------------------------------------------------
> Justin Hayes
> Support Manager
> justin.hayes at orbisuk.com
>
>
>
> On 25 Jun 2008, at 09:45, Benjamin Weser wrote:
>
>> Hi Justin,
>>
>> sure. Establish a custom field with the right ModifyCustomField for 
>> the user. Use the CF to trigger a scrip which sets the ticket to 
>> resolved.
>>
>> Ben
>>
>>
>> Justin Hayes schrieb:
>>> I'd like to offer my customers an option to resolve a ticket  
>>> themselves, however I don't want them to have the Modify Ticket  
>>> permission (which I think is the one you need for changing status).
>>>
>>> Does anyone know of a way round this? I'm running 3.6.3
>>>
>>> Cheers,
>>>
>>> Justin
>>>
>>> ------------------------------------------------------
>>> Justin Hayes
>>> Support Manager
>>> justin.hayes at orbisuk.com
>>>
>>>
>>>
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>