Tom,
It really depends on what rights you have given the group. The
following is what I do:
Configuration->Global->Group Rights:
System Groups; Everyone - None
Privileged - CreateSavedSearch
EditSavedSearch
LoadSavedSearch
ModifySelf
ShowSavedSearch
Unprivileged - None
Roles; Owners - ModifyTicket
Requestors - ReplyToTicket
SeeQueue
ShowTicket
CC - ReplyToTicket
SeeQueue
ShowTicket
Watch
AdminCc - AdminGroupMembership
AssignCustomFields
DelegateRights
ModifyOwnMembership
SeeGroup
ShowConfigTab
ShowScrips
ShowTemplate
WatchAsAdminCc
Configuration->Queues->(select queue)->Group Rights:
System Groups; Everyone - None
Privileged - CreateTicket
ReplyToTicket
SeeQueue
Unprivileged - None
Roles; Owner - None
Requestor - ShowOutgoingEmail
CC - None
AdminCc - DeleteTicket
ModifyACL
ModifyQueueWatchers
ModifyScrips
ModifyTemplate
ModifyTicket
ShowACL
ShowScrips
ShowTemplate
StealTicket
User Defined Groups;
support group - CommentOnTicket
OwnTicket
ReplyToTicket
ShowOutgoingEmail
ShowTicketComments
TakeTicket
Watch
What this does is allow any privileged user in the system to create a
ticket in my queue (ShowTicket,SeeQueue) and reply to any correspondence
for that ticket. It allows anyone in my technical support group to Own a
ticket (OwnTicket,TakeTicket), comment on any ticket in the queue but
only modify tickets they own (global right). The AdminCc (me) is also a
member of the support group so I can do anything that group can do PLUS,
only I can Steal a ticket and see the COnfig tab so I can manage the queue.
Obviously, everyone manages their RT differently, but this is how we
manage tickets. Minimum rights to the users (the ones asking for tech
support), modify (especially comments) rights for tech support users,
and almost everything else (except superuser which is reserved for the
SYSTEM ADmin) for a queue Admin user. I hope this helps.
Kenn
LBNL
On 1/10/2008 3:37 AM, Tom H wrote:
Hi
I would like to assign a ticket to another Owner/user, but only myself
and Nobody appear in the "owner" drop down list, and there are quite a
few others in the group that have permissions on this queue. Am I
missing a permission here?
Thanks,
T.
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