[rt-users] Take and Change Owner Permissions

[Kenneth Crocker]

Jason,

A few questions; You allow "Everyone", not just Privileged or certain roles
or specific User groups, the right to modify a custom field value in a
ticket? Curious. Also, if you have granted "CreateTicket" to everyone, why
did you grant it again to that group? They already have it as "Everyone".
Same applies to "ReplyToTicket", "SeeQueue", and "ShowTicket". These can be
dropped from the group. Redundant Privileges make for more difficult
maintenance and a tougher time debugging "Rights" problems.
I also noticed you didn't grant "SeeOutgoingEmail" to anyone. I would think
that at least the group might want to see what Email is coming and going.
Who is allowed to delete a ticket? The owner?

Just a few thoughts.

Kenn
LBNL

On Tue, Sep 21, 2010 at 10:17 AM, Jason Ledford <jledford at biltmore.com>wrote:

>  I am having a problem with take and change owner permissions.  I have a
> user group that only has the following permissions on a specific queue:
>
> CommentOnTicket
>  CreateTicket
>  ForwardMessage
>  ModifyTicket
>  OwnTicket
>  ReplyToTicket
>  SeeCustomField
>  SeeQueue
>  ShowTicket
>  ShowTicketComments
>
> and everyone has the following on the same queue
>  CreateTicket
>  ModifyCustomField
>  ReplyToTicket
>  SeeQueue
>  ShowTicket
>
> There are no other group or global rights appied that would affect this
> user.  If they are looking at unowned tickets on their RT at a glance, they
> have a link for Take, even though they don’t have the Take Ticket right.
> They can also go into the Jumbo view of a ticket and change the owner.  Am I
> misunderstanding this right?  If I am, how do I keep users from taking
> unowned tickets?  We are trying to set it up so there is a queue manager who
> sorts and assigns and don’t want everyone to be able to just take tickets.
>
> TIA for any help.
>
>
>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20100921/074c3470/attachment.htm>