Philip,
Giving the right to "own" a ticket is not enough. The right
"ModifyTicket" must also be granted if you want someone to modify
status, time, date fields, etc. The "CommentOnTicket" can be used if you
want a user to "only" be able to make comments and the "ReplyToTicket"
and "SeeOutgoingEmail" are just for those abilities (regarding E_mail)
as well. If you envision your use of RT going beyond a few people, then
you should really consider not granting any rights to individuals but
granting those rights to groups and adding the appropriate people to
those groups. Individual rights can become a maintenence nightmare when
a lot of people are using the system. Save "SuperUser" for the one or
two people who manage RT as a whole. Hope this helps.
Kenn
LBNL
On 9/25/2007 12:29 PM, Epstein, Philip wrote:
Hi, I recently installed the Windows version of RT (3.4.5) put out by
Netvigilance (_http://www.netvigilance.com/winrt_). I am running into a
problem with Modifying tickets. Whenever there is a drop-down box for
Owner, only "Nobody" is displayed. I have read the FAQ, message board,
etc… but haven't found the solution. Since I just installed it, I have
a very simple user set-up. I have tried all manner of giving the
"OwnTicket" right to users: global, per-queue, etc… and the drop-down
box only lists Nobody. Even when a ticket has an owner, if I go to the
ticket and open the People display, the drop-down will have only Nobody,
so anytime you make changes to the ticket, it sets the owner back to
Nobody. I have installed RTx::RightsMatrix and it confirms that
multiple users have the OwnTicket right but they never appear in the
drop-down. I am aware of the fact that SuperUser does not automatically
gain the OwnTicket right so I have been explicitly giving OwnTicket.
The WinRT support blog (run by Netvigilance) has an entry on this:
http://winrt.blogspot.com/2006/08/to-give-or-assign-ticket.html
that claims the ability to give/assign a ticket to someone else doesn't
work in 3.4.5. They reference a thread on rt-devel:
http://www.gossamer-threads.com/lists/rt/devel/54909?search_string=GiveTicket;#54909
that talks about "GiveTicket" and "AssignTicket" rights. But looking at
the code, I don't see indication that the functionality of changing the
Owner was taken out.
I have delved into the codebase and everything seems like it should be
working, but I am not familiar enough with Perl and the RT Object
Models to debug it. Any help would be appreciated.
WinRT (RT codebase 3.4.5)
Windows Server 2003 with SP2
Apache/2.0.52 (Win32) mod_perl/2.0.2 Perl/v5.8.6 (all installed
automatically by WinRT installer)
Philip Epstein
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