[rt-users] ModifyTicket required to close tickets?

Jo Rhett jrhett at netconsonance.com
Mon Jul 27 14:24:51 EDT 2009

In this case I want this given to all Privileged users.   (sorry,  
should have clarified that "user" meant Privileged user)

The vast majority of our tickets remain owned by Nobody.   We only  
assign them if only one person can accomplish it.   Day to day normal  
support tickets remain unowned.  (Given that when someone owns a  
ticket, nobody else can simply reassign it to themselves without a  
multi-step process, this is how we work)

Obviously I can change that, but forcing people to take ownership of a  
ticket (multiple steps) just to answer a customer and close the ticket  
is bad.  Never make it harder for a support person to do their job :-(

On Jul 27, 2009, at 11:13 AM, Joachim Thuau wrote:
> Shouldn't this be something like:
> 	* Remove ModifyTicket from "everyone.
> 	* add "ModifyTicket to "Requestor" and "Owner".
> That would allow a user (the requestor, supposedly), the right to  
> modify the tickets he/she has created.
> Jok
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
>> bounces at lists.bestpractical.com] On Behalf Of Jo Rhett
>> Sent: Friday, July 24, 2009 3:42 PM
>> To: RT Users
>> Subject: [rt-users] ModifyTicket required to close tickets?
>> I have repeatedly found problems where people can mistakenly affect
>> large batches of tickets.   The answer provided by Best Practical has
>> been to remove ModifyTicket right from people.  So after upgrading to
>> 3.8.4 I went ahead with this.
>> Now nobody can close tickets.   Yep, that's right -- can't even mark
>> them resolved.  Brilliant.   Obviously this is a non-op, and I had to
>> give the ModifyTicket right back to everyone.
>> BPS: what kind of patches will you accept to break ModifyTicket into
>> some distinct rights groups so that normal operations: close tickets,
>> reassign tickets, etc can be done by users, without giving them the
>> rights to batch modify and update hundreds of tickets?
>> --
>> Jo Rhett
>> Net Consonance : consonant endings by net philanthropy, open source
>> and other randomness
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Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness

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