At Friday 5/5/2006 04:08 PM, Steven E. Ames wrote:
Followup question that's been bothering me for a bit.
If you change the ticket (using Basics) to a Queue that you don't
have 'Show Ticket' permissions on then the ticket moves and you are
given an error when it tries to display it. That seems to make
sense. However if you give people 'Show Ticket' permissions then all
the tickets show up on the opening page (top unowned tickets and
such). So. Two questions:
1. Is there a way to let someone view a ticket in a queue without
having permissions to search or view that entire queue? or
2. Is there a way to make that move not try to display a ticket that
it doesn't have permissions to and instead say something graceful
like "Ticket Moved to X Queue" and be done with it?
Seeing actual errors bothers people for some reason :)
-Steve
This came up with our users too - the permission denied error message
is a little confusing.
Our solution - a scrip in the receiving queue that automatically puts
the user making the change on to the ticket as an AdminCC. Plus, a
change in the receiving queue's group rights to give the AdminCC role
'ShowTicket'.
For us it is workable because the number of receiving queues for
which this is a problem is small.
Steve
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