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
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
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
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
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
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
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
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.
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
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
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