Hello,
We are right now looking to implement Request Tracker at a customers place and we have been running a long test phase with limited personal involved. While the feedback have been very positive we have noted some annoyances. I installed 3.9 on a test machine the other day and to my delight a lot of the things that where noted in their feedback actually is fixed! So instead of deploying the current version we are now looking for deploying 3.9 as soon as it’s available. So I just wanted to know if you guys have any feeling when you think this will be released in a non-beta way? I know that it’s impossible to give hard dates, but maybe you know if it’s 1 or 6 months away?
The second question is something that has been bugging me a lot, why is it that there is no permission for setting the owner in a ticket? In our case our end-customer is creating the tickets directly in the web-interface, and can update it there, but all the time they can actually change the owner for the ticket and I haven’t found any permission to deny that… Is this intentional or am I missing something? Would a patch with this functionality added be appreciated?
Thanks,
Tobias
Tobias Hieta
Hello Tobias,
Users can’t establish ticket ownership if you don’t grant them to.
Users can add info to their tickets if they can “ReplyToTicket”. You
don’t have to grant them “ModifyTicket” or “StealTicket”. If you do,
then you grant them to set the owner of a ticket (and more…). So try
to revoke ModifyTicket and StealTicket to your users and see what happens.
Hope it helps,
Carlos
Tobias Hieta escribi�:
Hello,
We are right now looking to implement Request Tracker at a customers place and we have been running a long test phase with limited personal involved. While the feedback have been very positive we have noted some annoyances. I installed 3.9 on a test machine the other day and to my delight a lot of the things that where noted in their feedback actually is fixed! So instead of deploying the current version we are now looking for deploying 3.9 as soon as it’s available. So I just wanted to know if you guys have any feeling when you think this will be released in a non-beta way? I know that it’s impossible to give hard dates, but maybe you know if it’s 1 or 6 months away?
The second question is something that has been bugging me a lot, why is it that there is no permission for setting the owner in a ticket? In our case our end-customer is creating the tickets directly in the web-interface, and can update it there, but all the time they can actually change the owner for the ticket and I haven’t found any permission to deny that… Is this intentional or am I missing something? Would a patch with this functionality added be appreciated?
Thanks,
Tobias
–
Tobias Hieta
Tobias Hieta | about.me
| __ __ | Carlos Garc�a Montoro Ingeniero Inform�tico
|_Y/| Instituto de F�sica Corpuscular Centro Mixto CSIC - UV
|_] [/| CPAN www.i-cpan.es
| [] | Edificio Institutos de Investigaci�n cgarcia@ific.uv.es
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|______| Espa�a / Spain Fax:+34 963543488
cgarcia.vcf (491 Bytes)
The second question is something that has been bugging me a lot, why is
it that there is no permission for setting the owner in a ticket? In
our case our end-customer is creating the tickets directly in the web-
interface, and can update it there, but all the time they can actually
change the owner for the ticket and I haven’t found any permission to
deny that… Is this intentional or am I missing something? Would a
patch with this functionality added be appreciated?
It might be overkill, but another thing to consider is removing the
Owner widget from share/html/Ticket/Create.html is another way.
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Mobile: (917) 488-6248
Fax: (212) 994-4260
jnarins@seniorbridge.com
SeniorBridge
Managing Complex Chronic Care
http://www.seniorbridge.com
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The second question is something that has been bugging me a lot, why is
it that there is no permission for setting the owner in a ticket? In
our case our end-customer is creating the tickets directly in the web-
interface, and can update it there, but all the time they can actually
change the owner for the ticket and I haven’t found any permission to
deny that… Is this intentional or am I missing something? Would a
patch with this functionality added be appreciated?
It might be overkill, but another thing to consider is removing the
Owner widget from share/html/Ticket/Create.html is another way.
It’s important to note that that won’t actually fix the issue, just mask the fact that there’s a permissions problem.
Hello,
We are right now looking to implement Request Tracker at a customers place and we have been running a long test phase with limited personal involved. While the feedback have been very positive we have noted some annoyances. I installed 3.9 on a test machine the other day and to my delight a lot of the things that where noted in their feedback actually is fixed! So instead of deploying the current version we are now looking for deploying 3.9 as soon as it’s available. So I just wanted to know if you guys have any feeling when you think this will be released in a non-beta way? I know that it’s impossible to give hard dates, but maybe you know if it’s 1 or 6 months away?
It’s my hope that the question is “is it 2 weeks away or 4?” But it all depends on what we hear from users about the release candidates.
Best,
Jesse