[rt-users] assigning tickets

[Kenneth Crocker]

Gabriel,


	No problema. Just didn't want you to think I was a dunce. All is kool.

Kenn
LBNL

On 10/30/2008 1:48 PM, Gabriel Cadieux wrote:
> i'm so sorry kenn! lol
> 
> i must have completely missed that. you're officially also credited for answering my question :)
> 
> -gabe
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
> Sent: Thursday, October 30, 2008 3:55 PM
> To: Gabriel Cadieux
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] assigning tickets
> 
> 
> Gabriel,
> 
> 
> 	My third sentence reads, "By default, RT will display on the Owner drop 
> down any and all members of any group that has the "OwnTicket" right.". 
> I guess it was easy to miss among all that other junk I wrote. Sorry.
> 
> 
> Kenn
> LBNL
> 
> On 10/30/2008 6:12 AM, Gabriel Cadieux wrote:
>> 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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>>
> 
>