We are using RT 3.8.2 in this configuration: we have 3 queues, one for each workgroup, and an “incoming” queue where tickets always land (through email only).
People from the three workgroups are privileged, and we have a scrip in place that moves tickets from the “incoming” queue to one of the other queues depending on who takes the ticket.
Nobody can act on the “incoming” queue aside for taking tickets or commenting.
Today I took a ticket, and tried to link it with another ticket (with a “depends on” link) that was still in the incoming queue. I got an “access denied” message. I suspect this is because I did not own the other ticket, but I could not take it because tho other ticket had to be taken by a member of another workgroup.
Yesterday I had another issue which I feel is directly related to this one: we got a ticket that asked things logically belonging to two different workgroups, so I took it and then split it in two different tickets (using the “create” link next to “Children”). Since the child ticket belonged to another workgroup I changed its properties to go in the incoming queue and changed the owner to “nobody”. The ticket got created, but the link action failed with an “access denied” message.
I think the missing right here is “modify ticket”, but I may be wrong.
In general, I feel that the “modify ticket” right is too broad, and I think it would be nice to have it split in more “granular” rights.
Could somebody help with the problem, or suggest another configuration?
Thank you in advance!