On Fri, Jan 10, 2014 at 06:33:58PM +0000, Tom Leslein wrote: > I am trying to find a way to allow my Tier 1 team to resolve tickets > without stealing tickets. > > At this point if someone works on a ticket for two days, or 1 hour, and > completes the ticket, > the client usually replies back with a thank you or "Yup, everything is > good to go." > > I do not want another Tier 1 person to have to Steal the ticket to resolve > it. > > One caveat about this request is that I know there is a permission out > there, "Edit Ticket", > but that gives them a lot more features which I do not want them to have. > Specifically, being > able to reply to any ticket even if they are not the owner.
Define a Resolve Ticket right using Lifecycles and protect the transitions with it. You can then grant just Resolve Ticket to users, not Modify Ticket. Also make a quick action in the Actions dropdown using lifecycles so your users can do it quickly. http://bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Rights-and-Access-Control http://bestpractical.com/docs/rt/latest/RT_Config.html#Lifecycles -kevin
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