[rt-users] Resolve ticket option not available to RT user
Greetings, One of our RT user accounts does not have the option to resolve tickets available in one specific queue, even tough we did put the account in the a group that other users belong and they don't have this limitation in the queue. Which permissions we should verify to make this user account (or group) to have the permission to resolve tickets? Thanks in advance ___ 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
Re: [rt-users] Resolve ticket option not available to RT user
Alex, Two things, one is that the user must be a member in the group that has the required rights to that queue, the second is the ModifyTicket right must be given to that group for that queue. I assume they already have SeeQueue, OwnTicket, etc. Hope this helps. Kenn LBNL On 10/31/2008 11:07 AM, Alex Moura wrote: Greetings, One of our RT user accounts does not have the option to resolve tickets available in one specific queue, even tough we did put the account in the a group that other users belong and they don't have this limitation in the queue. Which permissions we should verify to make this user account (or group) to have the permission to resolve tickets? Thanks in advance ___ 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 ___ 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
Re: [rt-users] Resolve ticket option not available to RT user
On 2008/10/31 Kenneth Crocker [EMAIL PROTECTED] wrote: Alex, Two things, one is that the user must be a member in the group that has the required rights to that queue, the second is the ModifyTicket right must be given to that group for that queue. I assume they already have SeeQueue, OwnTicket, etc. Hope this helps. Thanks Kenn, Yes, the user can see the queue and update tickets. It only cannot resolve tickets. I've confirmed that RT says the user account is a member of the group that has rights to the queue. I just made a test including a test account in the same group, with same results: the resolve ticket option does not show up. The group rights for queue page says that the group the user belongs has these rights: AssignCustomFields CommentOnTicket CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowScrips ShowTemplate ShowTicket ShowTicketComments I thought the permissions above would be enough... Would it be that the user account itself need to have the ModifyTicket permission? ___ 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
Re: [rt-users] Resolve ticket option not available to RT user
Alex, No, the USer Does not need any rights assigned if they are already in a group with the correct rights. From your list, the correct rights has been granted, so there must be something else wrong. What is the error message you get? Kenn LBNL On 10/31/2008 12:46 PM, Alex Moura wrote: On 2008/10/31 Kenneth Crocker [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Alex, Two things, one is that the user must be a member in the group that has the required rights to that queue, the second is the ModifyTicket right must be given to that group for that queue. I assume they already have SeeQueue, OwnTicket, etc. Hope this helps. Thanks Kenn, Yes, the user can see the queue and update tickets. It only cannot resolve tickets. I've confirmed that RT says the user account is a member of the group that has rights to the queue. I just made a test including a test account in the same group, with same results: the resolve ticket option does not show up. The group rights for queue page says that the group the user belongs has these rights: AssignCustomFields CommentOnTicket CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowScrips ShowTemplate ShowTicket ShowTicketComments I thought the permissions above would be enough... Would it be that the user account itself need to have the ModifyTicket permission? ___ 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 ___ 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
[rt-users] Resolve Ticket Option
I'd like to offer my customers an option to resolve a ticket themselves, however I don't want them to have the Modify Ticket permission (which I think is the one you need for changing status). Does anyone know of a way round this? I'm running 3.6.3 Cheers, Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ 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
Re: [rt-users] Resolve Ticket Option
Hi Justin, sure. Establish a custom field with the right ModifyCustomField for the user. Use the CF to trigger a scrip which sets the ticket to resolved. Ben Justin Hayes schrieb: I'd like to offer my customers an option to resolve a ticket themselves, however I don't want them to have the Modify Ticket permission (which I think is the one you need for changing status). Does anyone know of a way round this? I'm running 3.6.3 Cheers, Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ 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 ___ 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
Re: [rt-users] Resolve Ticket Option
Hi Ben,
Thanks for that suggestion - had forgotten you can scrip based on the
change to a custom field. However can you grant permissions to
specific custom fields? I have others and don't want the customer to
be able to change those.
I had been thinking somewhere along the lines of altering the
SetStatus fucntion in Ticket_Overlay.pm
It currently does this:
#Check ACL
if ( $args{Status} eq 'deleted') {
unless ($self-CurrentUserHasRight('DeleteTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
} else {
unless ($self-CurrentUserHasRight('ModifyTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
}
I was thinking about trying:
#Check ACL
if ( $args{Status} eq 'deleted') {
unless ($self-CurrentUserHasRight('DeleteTicket')) {
return ( 0, $self-loc('Permission Denied') );
} elsif ( $args{Status} eq 'resolved') {
# do nothing as we don't mind people resolving
} else {
unless ($self-CurrentUserHasRight('ModifyTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
}
I figured that would be ok as you'd have to have the permission to see
the ticket in the first place.
Your method might be safer though, as you can permission it.
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
On 25 Jun 2008, at 09:45, Benjamin Weser wrote:
Hi Justin,
sure. Establish a custom field with the right ModifyCustomField for
the user. Use the CF to trigger a scrip which sets the ticket to
resolved.
Ben
Justin Hayes schrieb:
I'd like to offer my customers an option to resolve a ticket
themselves, however I don't want them to have the Modify Ticket
permission (which I think is the one you need for changing status).
Does anyone know of a way round this? I'm running 3.6.3
Cheers,
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
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Re: [rt-users] Resolve Ticket Option
Hmm another interesting suggestion, thanks! :)
But aren't you checking that it's the owner that's doing the resolving?
if ( $Ticket-OwnerObj-Name eq $session{'CurrentUser'}-Name )
I'm after letting the customer resolve, and they won't be the owner.
Also you're calling the SetStatus function. Doesn't that check that
you have ModifyTicket?
} else {
unless ($self-CurrentUserHasRight('ModifyTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
}
Or does that code in %INIT run as if you're the main RT user or
something, thus you have permission if you run SetStatus in %INIT?
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
On 25 Jun 2008, at 10:08, Brian Gallew wrote:
Justin Hayes wrote:
I'd like to offer my customers an option to resolve a ticket
themselves, however I don't want them to have the Modify Ticket
permission (which I think is the one you need for changing status).
Does anyone know of a way round this? I'm running 3.6.3
Sure. Create
$RTHOME/local/html/Callbacks/orbisuk/SelfService/Elements/Tabs/
Default that looks something like this:
==CUT HERE==
%ARGS
$actions
$Ticket
/%ARGS
%INIT
if ($Ticket) {
my $id = $Ticket-id();
if ( $Ticket-OwnerObj-Name eq $session{'CurrentUser'}-Name ) {
$actions-{'D'} = { path = SelfService/Resolve.html?id= . $id,
title = loc('Owner Resolve') };
};
}
/%INIT
%# Local Variables:
%# mode:perl
%# End:
==CUT HERE==
Then you'll need to create $RTHOME/local/html/SelfService/Resolve.html
==CUT HERE==
%ARGS
$Ticket
/%ARGS
%INIT
if ($Ticket) {
my $id = $Ticket-id();
if ( $Ticket-OwnerObj-Name eq $session{'CurrentUser'}-Name ) {
$Ticket-SetStatus('resolved');
};
}
RT::Interface::Web::Redirect($RT::WebURL.SelfService/);
/%INIT
%# Local Variables:
%# mode:perl
%# End:
==CUT HERE==
Caveat emptor: I've modeled the code after something I have running
which is similary, but I've never actually run it, so you may have
to experiment. Especially since I don't actually do Perl. 8)
Also, notice that this marks the ticket resolved without actually
allowing the opportunity to add any commentary.
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Re: [rt-users] Resolve Ticket Option
Hi Justin,
I established the indirect method of changing the ticket status here
at our RT to get a kind of workflow. You can set permissions of each CF
at Configuration-Custom Fields-NameOfCF-Group Rights.
There you are able to give your user (or better your groups) the
ModifyCustomField right. You won't need to set SeeCustomField or
ModifyCustomField globally then anymore. You just need to select
(activate) the CustomFields globally (for all queues) or on queue level.
Try it :)
Ben
Justin Hayes schrieb:
Hi Ben,
Thanks for that suggestion - had forgotten you can scrip based on the
change to a custom field. However can you grant permissions to
specific custom fields? I have others and don't want the customer to
be able to change those.
I had been thinking somewhere along the lines of altering the
SetStatus fucntion in Ticket_Overlay.pm
It currently does this:
#Check ACL
if ( $args{Status} eq 'deleted') {
unless ($self-CurrentUserHasRight('DeleteTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
} else {
unless ($self-CurrentUserHasRight('ModifyTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
}
I was thinking about trying:
#Check ACL
if ( $args{Status} eq 'deleted') {
unless ($self-CurrentUserHasRight('DeleteTicket')) {
return ( 0, $self-loc('Permission Denied') );
} elsif ( $args{Status} eq 'resolved') {
# do nothing as we don't mind people resolving
} else {
unless ($self-CurrentUserHasRight('ModifyTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
}
I figured that would be ok as you'd have to have the permission to see
the ticket in the first place.
Your method might be safer though, as you can permission it.
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
On 25 Jun 2008, at 09:45, Benjamin Weser wrote:
Hi Justin,
sure. Establish a custom field with the right ModifyCustomField for
the user. Use the CF to trigger a scrip which sets the ticket to
resolved.
Ben
Justin Hayes schrieb:
I'd like to offer my customers an option to resolve a ticket
themselves, however I don't want them to have the Modify Ticket
permission (which I think is the one you need for changing status).
Does anyone know of a way round this? I'm running 3.6.3
Cheers,
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
___
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
___
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Re: [rt-users] Resolve Ticket Option
Excellent - I'd not noticed that I could set the custom field
permissions on a per-field basis. Learn something new every day :)
I guess I could put a 'Close' link next to 'Reply' that pre-selects
the custom field. Then scrip the change to that.
Thanks!
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
On 25 Jun 2008, at 10:20, Benjamin Weser wrote:
Hi Justin,
I established the indirect method of changing the ticket status
here at our RT to get a kind of workflow. You can set permissions of
each CF at Configuration-Custom Fields-NameOfCF-Group Rights.
There you are able to give your user (or better your groups) the
ModifyCustomField right. You won't need to set SeeCustomField or
ModifyCustomField globally then anymore. You just need to
select (activate) the CustomFields globally (for all queues) or on
queue level.
Try it :)
Ben
Justin Hayes schrieb:
Hi Ben,
Thanks for that suggestion - had forgotten you can scrip based on
the change to a custom field. However can you grant permissions to
specific custom fields? I have others and don't want the customer
to be able to change those.
I had been thinking somewhere along the lines of altering the
SetStatus fucntion in Ticket_Overlay.pm
It currently does this:
#Check ACL
if ( $args{Status} eq 'deleted') {
unless ($self-CurrentUserHasRight('DeleteTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
} else {
unless ($self-CurrentUserHasRight('ModifyTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
}
I was thinking about trying:
#Check ACL
if ( $args{Status} eq 'deleted') {
unless ($self-CurrentUserHasRight('DeleteTicket')) {
return ( 0, $self-loc('Permission Denied') );
} elsif ( $args{Status} eq 'resolved') {
# do nothing as we don't mind people resolving
} else {
unless ($self-CurrentUserHasRight('ModifyTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
}
I figured that would be ok as you'd have to have the permission to
see the ticket in the first place.
Your method might be safer though, as you can permission it.
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
On 25 Jun 2008, at 09:45, Benjamin Weser wrote:
Hi Justin,
sure. Establish a custom field with the right ModifyCustomField
for the user. Use the CF to trigger a scrip which sets the ticket
to resolved.
Ben
Justin Hayes schrieb:
I'd like to offer my customers an option to resolve a ticket
themselves, however I don't want them to have the Modify Ticket
permission (which I think is the one you need for changing status).
Does anyone know of a way round this? I'm running 3.6.3
Cheers,
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
___
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
___
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
