[rt-users] ModifyTicket required to close tickets?

[Kevin Falcone]

On Mon, Jul 27, 2009 at 11:24:51AM -0700, Jo Rhett wrote:
> 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)

If you have StealTicket you can take it from someone in one click.

> 
> 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 :-(

If you have TakeTicket there should be links to own a ticket in one
click.

Taking a ticket from person A and giving it to person B is indeed a
long laborious process, but grabbing a ticket to work on shouldn't be.

And, to confirm, ModifyTicket is required to resolve a ticket.
ModifyTicket has long been up for discussion for breaking into
multiple rights, but it needs to be done right and be backwards
compatible.

-kevin

> 
> 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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> >>
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> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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> 
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
> 
> _______________________________________________
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> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>