William Catlan wrote:
3.6. Assigning a Ticket
Tickets can have an owner-the user responsible for working on the
ticket or
for coordinating the work. To assign a ticket to someone, go to the
People
form from the ticket display page, and select the user from the Owner
drop-down list, as shown in Figure 3-7. This list contains the
usernames of
all the users allowed to own tickets in the ticket's current queue.
I try this, and only "Nobody" appears as an option.
Grant right OwnTicket to groups/users who should be able to OwnTicket.
http://wiki.bestpractical.com/?OwnTicket
Thanks Ruslan. Of course, I did grant that right to a group, at both
the Queue and Global levels, along with SeeQueue, but I still could not
assign a ticket to someone in the group.
I am hoping that someone will confirm this is a bug, or show me
something I missed.
Bill
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Bill,
If you already have a group with the correct permissions to see
a ticket (seeQueue, SeeTicket, etc.) for a specific Queue, why in the
world do you also grant any global rights at all? The whole point of
making a Queue have group specific rights allows much more specific
de-bugging when it comes to problems like this,. I think too many users
of RT use the "shotgun" approach to granting rights and privileges.
GLobal stuff just might be negateing any Queue specific group rights.
It's almost like a programmer who isnb't sure he checked for something
in his code so he puts the same code that does the checking all over the
progrm. It's redundant and makes everything much more difficult to
debug. I think you need to go back to the drawing board on rights and
decide how to tighten up the rights by being specific, not global and
then see what you get and debug from there. That is how ours is set up
and we have 23 Queues (for individual IT software support groups ) and
more than twice than many groups (1 group for technical support of an
application and 1 group for the user - who get less rights). Plus, we
have created an approval workflow that allows for a specific Queue to
hande the review/approval/rejection process for several other Queues and
ALL work and documentation stays with the original ticket number, even
though the original ticket make be moved to different Queues. This
cannot be done when you have a bunch of shotgun/global rights floating
around. Hopes this concept helps.
Kenn
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