On Thu, 03 Dec 2009 14:10:32 -0800, "Ken Crocker" <[email protected]> said: > I suppose you could make yourself the owner when you create it, then > after it is created, give it to someone else. But that is the long way > around. You could also write a scrip to do it with RT authority, but > that is a little like doing it twice when it shouldn't be necessary.
Yep, but since I don't have ownership rights in all queues, I would have to create it in a queue in which I could own it, set myself as the owner when I create it, then move the ticket to the other queue...quite a round-about way to do it. > Are you sure you don't have a set list of AdminCc's for each queue? That > way you just grant the right "ModifyTicket" to the role "AdminCc" at the > queue level. Nope, we don't have any AdminCCs set at the queue level. Sometimes staff here have an interest in a case and want to follow the comments on it, so the ticket creator would add them when creating the ticket. We only want ModifyTicket to be granted to the owner, so someone else doesn't accidentally close or move a ticket that's not theirs (have to steal it, then perform the action...a two-step process that should prevent such errors, especially if someone starts clicking things they don't understand on the Bulk Update screen). _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
