[rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right

Ken Crocker kfcrocker at lbl.gov
Thu Dec 3 15:52:06 EST 2009


Nick,

Have you tried setting the AdminCc when creating the ticket? You can do 
that with the WebUI. If these tickets are being created via Email, then 
downloading/installing the "CommandByMail" extension/plugin will allow 
you to do this.

As to changing/setting the AdminCc once the ticket is created, that's 
strictly a "ModifyTicket" right. There are a couple things you can do to 
a ticket /without/ that right, which are Make/Show Comments and 
Reply/See Email & correspondence.

Another thing you can do is if you know who will be a regular AdminCc on 
a Queue by queue basis, set the Queue AdminCc Watcher to that person and 
then set the Queue Group Right for the AdminCc /role/ to allow 
"ModifyTicket".

Hope this helps.

Kenn
LBNL

On 12/3/2009 11:58 AM, Nick Kartsioukas wrote:
> I currently have permissions set on tickets such that only the ticket
> owner has the ModifyTicket right.  If I create a ticket, and on the
> ticket creation screen set someone as AdminCC, and submit the ticket,
> the ticket is successfully created but I get a permission denied error
> on adding the AdminCC.  I'm not sure if this is a bug or a feature...I
> would think that a privileged user creating a ticket should be able to
> set an AdminCC (for a manager or someone else who wishes to follow the
> ticket details), but the order in which RT creates the ticket prevents
> that from working (ticket created, then a separate transaction to add
> the AdminCC).  This problem does not exist when adding a normal CC on
> ticket creation.
> If I create the ticket with myself as the owner, it does allow me to set
> AdminCC, but in our setup a privileged user (as a member of one
> particular group) does not have ownership permissions in all the queues,
> but we do have create ticket permissions in other queues.
>
> Any ideas if there's a way around this?
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