[rt-users] Resolve without Stealing

[Kevin Falcone]

On Fri, Jan 10, 2014 at 06:33:58PM +0000, Tom Leslein wrote:
>    I am trying to find a way to allow my Tier 1 team to resolve tickets without stealing tickets.
> 
>    At this point if someone works on a ticket for two days, or 1 hour, and completes the ticket,
>    the client usually replies back with a thank you or "Yup, everything is good to go."
> 
>    I do not want another Tier 1 person to have to Steal the ticket to resolve it.
> 
>    One caveat about this request is that I know there is a permission out there, "Edit Ticket",
>    but that gives them a lot more features which I do not want them to have.  Specifically, being
>    able to reply to any ticket even if they are not the owner.

Define a Resolve Ticket right using Lifecycles and protect the
transitions with it.  You can then grant just Resolve Ticket to users,
not Modify Ticket.  Also make a quick action in the Actions dropdown
using lifecycles so your users can do it quickly.

http://bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Rights-and-Access-Control
http://bestpractical.com/docs/rt/latest/RT_Config.html#Lifecycles

-kevin
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 235 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20140115/2f83d205/attachment.sig>