[rt-users] Resolve Ticket Option

[Justin Hayes]

Excellent - I'd not noticed that I could set the custom field  
permissions on a per-field basis. Learn something new every day :)

I guess I could put a 'Close' link next to 'Reply' that pre-selects  
the custom field. Then scrip the change to that.

Thanks!

Justin

------------------------------------------------------
Justin Hayes
Support Manager
justin.hayes at orbisuk.com



On 25 Jun 2008, at 10:20, Benjamin Weser wrote:

> 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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>>
>