Re: [rt-users] Take and Change Owner Permissions
Thanks for your additional glance over my permissions. They were indeed redundant permissions. We are going to let anyone in the company create a work order and the only way I could get it to work properly was giving some of those permissions to everyone. We also have some custom fields that I parse on the incoming email, so everyone needed to be able to modify some of those. I didn't grant the showoutgoingemail because I honestly didn't know what it did, and thought it would be easier to add it later instead of taking it away if needed. As for deleting, its currently just admins. Thanks again for the help. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, September 21, 2010 1:37 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Take and Change Owner Permissions Jason, A few questions; You allow "Everyone", not just Privileged or certain roles or specific User groups, the right to modify a custom field value in a ticket? Curious. Also, if you have granted "CreateTicket" to everyone, why did you grant it again to that group? They already have it as "Everyone". Same applies to "ReplyToTicket", "SeeQueue", and "ShowTicket". These can be dropped from the group. Redundant Privileges make for more difficult maintenance and a tougher time debugging "Rights" problems. I also noticed you didn't grant "SeeOutgoingEmail" to anyone. I would think that at least the group might want to see what Email is coming and going. Who is allowed to delete a ticket? The owner? Just a few thoughts. Kenn LBNL On Tue, Sep 21, 2010 at 10:17 AM, Jason Ledford mailto:jledf...@biltmore.com>> wrote: I am having a problem with take and change owner permissions. I have a user group that only has the following permissions on a specific queue: CommentOnTicket CreateTicket ForwardMessage ModifyTicket OwnTicket ReplyToTicket SeeCustomField SeeQueue ShowTicket ShowTicketComments and everyone has the following on the same queue CreateTicket ModifyCustomField ReplyToTicket SeeQueue ShowTicket There are no other group or global rights appied that would affect this user. If they are looking at unowned tickets on their RT at a glance, they have a link for Take, even though they don't have the Take Ticket right. They can also go into the Jumbo view of a ticket and change the owner. Am I misunderstanding this right? If I am, how do I keep users from taking unowned tickets? We are trying to set it up so there is a queue manager who sorts and assigns and don't want everyone to be able to just take tickets. TIA for any help. RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Take and Change Owner Permissions
Jason, A few questions; You allow "Everyone", not just Privileged or certain roles or specific User groups, the right to modify a custom field value in a ticket? Curious. Also, if you have granted "CreateTicket" to everyone, why did you grant it again to that group? They already have it as "Everyone". Same applies to "ReplyToTicket", "SeeQueue", and "ShowTicket". These can be dropped from the group. Redundant Privileges make for more difficult maintenance and a tougher time debugging "Rights" problems. I also noticed you didn't grant "SeeOutgoingEmail" to anyone. I would think that at least the group might want to see what Email is coming and going. Who is allowed to delete a ticket? The owner? Just a few thoughts. Kenn LBNL On Tue, Sep 21, 2010 at 10:17 AM, Jason Ledford wrote: > I am having a problem with take and change owner permissions. I have a > user group that only has the following permissions on a specific queue: > > CommentOnTicket > CreateTicket > ForwardMessage > ModifyTicket > OwnTicket > ReplyToTicket > SeeCustomField > SeeQueue > ShowTicket > ShowTicketComments > > and everyone has the following on the same queue > CreateTicket > ModifyCustomField > ReplyToTicket > SeeQueue > ShowTicket > > There are no other group or global rights appied that would affect this > user. If they are looking at unowned tickets on their RT at a glance, they > have a link for Take, even though they don’t have the Take Ticket right. > They can also go into the Jumbo view of a ticket and change the owner. Am I > misunderstanding this right? If I am, how do I keep users from taking > unowned tickets? We are trying to set it up so there is a queue manager who > sorts and assigns and don’t want everyone to be able to just take tickets. > > TIA for any help. > > > > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! > RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Take and Change Owner Permissions
Changing the modifyticket to owner instead of my group did it. Thanks. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, September 21, 2010 1:23 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Take and Change Owner Permissions On Tue, Sep 21, 2010 at 01:17:49PM -0400, Jason Ledford wrote: >I am having a problem with take and change owner permissions. I have a > user group that only >has the following permissions on a specific queue: > >CommentOnTicket >CreateTicket >ForwardMessage >ModifyTicket >OwnTicket >ReplyToTicket >SeeCustomField >SeeQueue >ShowTicket >ShowTicketComments > >and everyone has the following on the same queue >CreateTicket >ModifyCustomField >ReplyToTicket >SeeQueue >ShowTicket > >There are no other group or global rights appied that would affect this > user. If they are >looking at unowned tickets on their RT at a glance, they have a link for > Take, even though >they don't have the Take Ticket right. If you look at that search, it has a Take column added in. If they didn't have the Take right, the link would fail (you can see it from Advanced when editing the search). >They can also go into the Jumbo view of a ticket and >change the owner. You gave them ModifyTicket, so they can modify the Owner. You may just want to give Owners ModifyTicket instead -kevin >Am I misunderstanding this right? If I am, how do I keep users from taking >unowned tickets? We are trying to set it up so there is a queue manager > who sorts and assigns >and don't want everyone to be able to just take tickets. >TIA for any help. > > > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this > year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Take and Change Owner Permissions
On Tue, Sep 21, 2010 at 01:17:49PM -0400, Jason Ledford wrote: >I am having a problem with take and change owner permissions. I have a > user group that only >has the following permissions on a specific queue: > >CommentOnTicket >CreateTicket >ForwardMessage >ModifyTicket >OwnTicket >ReplyToTicket >SeeCustomField >SeeQueue >ShowTicket >ShowTicketComments > >and everyone has the following on the same queue >CreateTicket >ModifyCustomField >ReplyToTicket >SeeQueue >ShowTicket > >There are no other group or global rights appied that would affect this > user. If they are >looking at unowned tickets on their RT at a glance, they have a link for > Take, even though >they don't have the Take Ticket right. If you look at that search, it has a Take column added in. If they didn't have the Take right, the link would fail (you can see it from Advanced when editing the search). >They can also go into the Jumbo view of a ticket and >change the owner. You gave them ModifyTicket, so they can modify the Owner. You may just want to give Owners ModifyTicket instead -kevin >Am I misunderstanding this right? If I am, how do I keep users from taking >unowned tickets? We are trying to set it up so there is a queue manager > who sorts and assigns >and don't want everyone to be able to just take tickets. >TIA for any help. > > > > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! pgpze7du8xkAv.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Take and Change Owner Permissions
I am having a problem with take and change owner permissions. I have a user group that only has the following permissions on a specific queue: CommentOnTicket CreateTicket ForwardMessage ModifyTicket OwnTicket ReplyToTicket SeeCustomField SeeQueue ShowTicket ShowTicketComments and everyone has the following on the same queue CreateTicket ModifyCustomField ReplyToTicket SeeQueue ShowTicket There are no other group or global rights appied that would affect this user. If they are looking at unowned tickets on their RT at a glance, they have a link for Take, even though they don't have the Take Ticket right. They can also go into the Jumbo view of a ticket and change the owner. Am I misunderstanding this right? If I am, how do I keep users from taking unowned tickets? We are trying to set it up so there is a queue manager who sorts and assigns and don't want everyone to be able to just take tickets. TIA for any help. RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
