[rt-users] stop a requester from owning the ticket if they make the first correspondence

Jack Beanstallk beanstallk at gmail.com
Fri Feb 26 09:17:12 EST 2016


Thanks Kenn - I found out that the issue was with an overriding group
permission that allowed members to own tickets

Setup
Group A, B and C are permissions groups for queue A, B and C

There is also an "overall" group that combines group a,b and c. This allows
members of other queues to move/steal/take etc tickets between different
queues, owning tickets wasn't necessary as the queue can be changed and
then owned by a member of that queue.

Group "overall" had "Own tickets" checked under "Rights for Staff" this
allowed any member of Group "overall" who submitted a ticket and if they
were the first person to add a correspondence they became the owner -
unticking that and ticked "Own tickets" checked under "Rights for Staff"
for the queues group - stopped this from happening.

Will get your book.

Regards

>
>
> On Thu, Feb 18, 2016 at 4:44 PM, Kenneth Crocker <kenn.crocker at gmail.com>
> wrote:
>
>> Jack,
>>
>> Turn off that scrip and replace it with one that has code in it to check
>> the requestor against the correspondor (actor) and if they are the same do
>> NOT set owner to requestor. Have an alternative action available. I have
>> stuff like this in my eBook "Request Tracker for Beginners - A Topical
>> Guide" on Amazon. It's inexpensive ($9.99). I've attached a TOC. If you get
>> it and have questions, I'm happy to help.
>>
>>
>> Kenn
>>
>> On Thu, Feb 18, 2016 at 3:02 AM, Jack Beanstallk <beanstallk at gmail.com>
>> wrote:
>>
>>> we use the scrip "On Correspond AutoSetOwner" - how can this
>>> be adapted to avoid requester of the ticket from becoming the owner if they
>>> first correspond to the ticket?
>>>
>>> Thanks
>>>
>>> ---------
>>> RT 4.4 and RTIR Training Sessions (
>>> http://bestpractical.com/services/training.html)
>>> * Hamburg Germany - March 14 & 15, 2016
>>> * Washington DC - May 23 & 24, 2016
>>>
>>
>>
>
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