[rt-users] assigning tickets

[Gabriel Cadieux]

Kenn,

In our configuration using 3.6.7, there are only two users besides root,
myself and my co-worker, and we are both set to SuperUser priviledges.
We will be the only ones using this system, so there is no need to start
going all crazy with applying the proper permissions etc... (there will
be read-only users added later, but i will make a group for them and set
permissions when the time comes). The problem I am experiencing is that
nobody (not even root) can ASSIGN a ticket to another user. The only user
available to assign to is "Nobody", and on top of that, this creates another
problem where any page I go to when editing a ticket that mentions the owner
gets set back to "Nobody" from the current owner due to this. I don't understand
how even the root user could not be allowed to assign a ticket to someone else..
doesn't SuperUser encompass all other permissions as well, including those
necessary to change ticket ownership (not just own/take/steal tickets)?

Thanks,

-gabe


-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
Sent: Wednesday, October 29, 2008 4:26 PM
To: Gabriel Cadieux
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] assigning tickets


Gabriel,


	This is accomplished using privileges and groups. You could also grant 
individual Users the right to own tickets in a queue, but that would be 
a maintenance nightmare. By default, RT will display on the Owner drop 
down any and all members of any group that has the "OwnTicket" right. If 
they have "TakeTicket, along with "SeeQueue", then they would be able to 
see tickets in a queue and TAKE any ticket that wasn't already owned. If 
they do NOT have "OwnTicket" for a queue, then granting the 
"StealTicket" would not work. They cannot steal something they are not 
allowed to own. So, to make this simple, find out what groups have 
rights to the queue in question, and make sure they have the appropriate 
rights AND make sure the user you want to own tickets is in one of those 
groups. Hope this helps.


Kenn
LBNL

On 10/29/2008 10:10 AM, Gabriel Cadieux wrote:
> hi list,
> 
> why is it that i can't seem to be able to assign tickets to other people,
> even when i own them? when i see the main ticket display, it shows my user
> as the owner, for example, after taking it... then in the "People" tab,
> only "Nobody" appears in the list of people to set the owner to.. i don't
> want to have to have the person i want the ticket assigned to to have to login
> and "steal" the ticket in order to have it assigned to them, i want to be able
> to force them to own it, like it should be...
> 
> i can't do this as anyone.. not even root, or a user that has superuser priviledges...
> 
> rt 3.6.7..
> 
> i don't get it :(
> 
> -gabe
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