Nick,
I was just thinking that we are looking at the wrong cause. I have MANY
users that are allowed to create tickets in a queue and NOT allowed to
modify those tickets, yet, they are able to create a ticket with an
AdminCc with no problems. I'm wondering if, perhaps, we should look at
what rights have been granted to those users that are being listed as
the ticket's AdminCc. Are they in a group we can look at? if not, we
have to look at each user.
Kenn
LBNL
On 12/3/2009 2:20 PM, Nick Kartsioukas wrote:
On Thu, 03 Dec 2009 14:10:32 -0800, "Ken Crocker" <kfcroc...@lbl.gov>
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).
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