[rt-users] Possible solution for assigning tickets to users

[Ruslan Zakirov]

Hello Mathew,

More elegant way to deal with this is to use AJAX in Modify.html. It
should change Owner selectbox when different Queue selected.

There is similar situation with squelching recipients in RT. Depending
on type of update (reply/comment) list of recipients is different. RT
3.8 does nothing when the type field is changed. RT 4.0 refreshes page
so list of recipients is refreshed as well. It's not AJAX, but works.
Similar technique can be used in RT 3.8/4.x.

On Sat, Mar 5, 2011 at 12:43 AM, Mathew Snyder <mathew.snyder at gmail.com> wrote:
> Right now our configuration limits who can own tickets in each queue.
> It used to be a flatter configuration in which anyone could own a
> ticket in any queue. This was cumbersome for more than one reason. It
> meant every user was listed in the drop down for every queue. It also
> made tracking work difficult because anyone could take a ticket from
> you while actually doing work or provide conflicting information.
> Knowing this, when someone moves a ticket to a queue which they don't
> have StealTicket or TakeTicket (which implies OwnTicket) rights on it
> is automatically assigned to Nobody, which makes sense.
>
> This leads to a minor concern with my bosses, though. They don't like
> that if they want to assign a ticket to a specific user when moving
> between queues that they have to perform two operations: move the
> ticket then wait for the user list to refresh with the new, authorized
> users and then assign the ticket. They want this to be a single action
> event: Tell RT which queue to send the ticket to and to whom it should
> be assigned when it's moved. This also makes sense. But, as stated,
> one has to wait for the list to be populated with the actual users
> that can own the ticket in the new queue before assigning it to them.
>
> My proposed solution which I'd like some input on (or other possible
> solutions that users have found to work) is to create a custom field
> with every privileged user. One would select the user to whom the
> ticket will be assigned and then a scrip will evaluate the field and
> make the assignment. If someone selects a user that doesn't have
> permission to own a ticket in the destination queue it would
> presumably default to Nobody. Ideally, the field would be able to be
> populated with existing users each time the page is written
> eliminating the need to manually update it whenever a new user is
> created or an old one is eliminated, but that's secondary to the
> problem at hand.
>
> So, what say the masses? Is this a viable solution or has anyone come
> up with something a bit more elegant?
>
> -Mathew

-- 
Best regards, Ruslan.