On Jun 13, 2007, at 2:43 PM, Michael Kukla wrote:
Jesse, 1.> Likely the users are still members of groups that have the own tickets> right. is that correct? >It doesn't appear that way. We have only two locally defined groups and none of the disabled users who are appearing in the Comments/ Owner drop are in either of these two groups, i.e., the names of none of the disabled users are visible from the list generated byConfiguration-> Groups-> Select Group-> "GroupName" -> MembersAlso, the right to "OwnTicket" is not granted globally to the system groups: "Unprivileged", "Privileged", and "Everyone".However, I now notice that for the Queue where this anomaly was first noticed, I see that the roles AdminCc and Cc do have the "OwnTicket" right. Perhaps some of the disabled users were an AdminCc or a Cc for the tickets where their names are in showing in Comment/Owner?
Quite possibly.
2. >> What is even stranger, I've found that the the list of users that >> appears in the Comments/Owners dropdown varies depending upon which >> privileged user currently owns the ticket >> > _how_ does it vary?Well, for example, choosing an open ticket, say, #15426, in queue "A" owned by user "daves", and expanding the Comment/Owner drop down, I seeall current privileged users and *some* of the disabled users.Repeating these steps for the same owner, and queue, but a different open ticket, #13780, I see the *same* mixed list of all currently privileged users and some disabled users.Now, another open ticket in the same queue, but with different owner,the same mixed of user appears in the Comments/Owner dropdown--but with, Hey!, the addition of the email address of un-privileged Cc for the ticket!Hmm...Perhaps, Ccs' should not be able to own tickets?
Generally not, no. Try pulling that and seeing how you do?
Is that the likely conclusion--along with the guess the disabled users who are still showing up are still linked in as Cc's on long- ago **resolved** tickets?Mike Kukla CASet 645-6000 x1156 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~` Need assistance? Always use our workorder system first: http://www.caset.buffalo.edu/support If someone is ill or on vacation, you'll get a more rapid reply. Jesse Vincent wrote:On Jun 13, 2007, at 10:26 AM, Michael Kukla wrote:We've discovered that once-privileged users who have definitely been disabled viaLikely the users are still members of groups that have the own tickets right. is that correct?Configuration-> Users-> SelectUser-> Username-> Let this user access RT (unchecked) Let this user be granted rights (unchecked)still show up in the "Owner" dropdown one encounters when attempting to "Comment" on a ticket.As a first attempt to rectify recity this (mostly, btw, out ofrespect for the pair of disabled users of ours who have unfortunately passed away), I found all the tickets owned by any disabled user and re-assigned the ownership to root.But this did not result in the elimination of their names from the dropdown.-jWhat is even stranger, I've found that the the list of users that appears in the Comments/Owners dropdown varies depending upon which privileged user currently owns the ticket_how_ does it vary?--------------------------------------------------------------------- ---!DSPAM:4670222486471451172687!
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