[rt-users] Prevent users from Assigning Owner during ticket create?

[Benjamin Weser]

Hi Aaron,

you can either force the Owner back to Nobody like Kenn did (this is 
possible using OnCreate too) or even better, copy the 
/opt/rt3/share/html/Ticket/Create.html to your local directory and 
comment out the lines with the owner (I did this for us here and in some 
other files to get rid of all the built-in fields we do not use), so 
people won't even see there's a possibility to set an owner themselves:

<!--<td class="label">
<&|/l&>Owner</&>:
</td>
<td class="value">
<& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, 
Default => $ARGS{Owner}||$RT::Nobody->Id, DefaultValue => 0 &>
</td>-->

Ben


Kenneth Crocker schrieb:
> Aaron,
>
>
> 	I reset the owner to "Nobody" when a ticket is moved to a new queue. 
> Perhaps a little change to that will work for you. Here it is:
>
> Condition: On Create
> Action:    User-defined
> Template:  Blank
> Stage:     TransactionBatch
>
> #----------------------------------------------------------------------------
> # Custom condition: none
> #----------------------------------------------------------------------------
>
>
> #----------------------------------------------------------------------------
> # Custom action preparation code:
> #----------------------------------------------------------------------------
>
> return 1;
>
> #----------------------------------------------------------------------------
> # Custom action cleanup code:
> #----------------------------------------------------------------------------
> # set new Ticket Owner value
>
> my $ticket = $self->TicketObj;
>
> $ticket->SetOwner(10, 'Force');
>
> return 1;
>
>
> 	I hope this helps.
>
>
> Kenn
> LBNL
>
> On 5/22/2008 10:48 AM, Aaron Sallade wrote:
>   
>> We have a workflow where our customers log in to RT and can create a new 
>> ticket in the Helpdesk Queue. Unfortunately they are currently able to 
>> assign an Owner during the Create process.
>>
>>  
>>
>> I have not been able to find a permission that limits or allows 
>> assigning an owner, it seems to be granted along with the Create Ticket 
>> right.
>>
>>  
>>
>> I have tried to write a scrip that will set the owner to Nobody, but I 
>> get an error in the log stating that I can only assign tickets that have 
>> no owner or are assigned to me.
>>
>>  
>>
>> Ideas?
>>
>>  
>>
>> Aaron Sallade'
>> Application Manager
>> PTSO of Washington
>> //"Shared Technology for Community Health"///
>> /(206) 613-8938 Desk
>> (206) 521-8833 Main
>> (206) 613-5078 Fax
>> asallade at ptsowa.org <mailto:asallade at ptsowa.org>
>>
>>  
>>
>>
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