[rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?"

[Kenneth Crocker]

Jo Rhett,


	I agree with Jesse. Although it is a pain in the rump to have to go 
thru 2 steps to re-assign a ticket, I am of the mind that when you 
lossen the the reins of ownership (and for that matter let too many 
users have the "ModifyTicket" right.) you run the risk of "owners" 
undoing each others work. We allow only 2 users to have the 
"ModifyTicket" right, Owners and the AdminCc (which for us is the Queue 
Manager). We only allow the Queue manager to have the "StealTicket" 
right. The reason is that for us, tight control of tickets and the work 
on them is critical. We just can't allow users the ability to point at 
one another and say "he did it".
	Obviously, there are MANY RT installations that are smaller and need 
WAY less control. However, I would prefer that we have a choice of 
"degree" for control, like in the RT_SiteConfig, rather than just 
opening it all up OR removing such features as "Bulk Update", which I 
use a lot when setting up new queues or when a queue needs to do a mass 
change to a CF or something.
	just a thought.


Kenn
LBNL

On 3/4/2009 11:33 AM, Jesse Vincent wrote:
> 
> 
> On Wed  4.Mar'09 at 11:29:38 -0800, Jo Rhett wrote:
>> Reading the code in Ticket_Overlay around line 2730-2750 it would  
>> appear that this is deliberate.  For someone to reassign a ticket to  
>> someone else on their reply, they must be the current owner.  For me  
>> to take it back and close it, I need to separately Steal it, then  
>> Resolve it.
>>
>> Would you accept a patch that allows implicit Steal like this?
>>
> 
> Nope. That would entirely defeat ownership-as-locking. 
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