Any differences between?

Hi,

Are there any differences between the rights “OwnTicket” and
"TakeTicket" they sound similar I doubt if the job is same as well.

Regards,

Gaurav

I think OwnTicket means someone can assign a ticket to you but you can’t
take it yourself but I have been mistaken before.

Gaurav Ghimire wrote:

Hi,

Are there any differences between the rights “OwnTicket” and
"TakeTicket" they sound similar I doubt if the job is same as well.

Regards,

Gaurav


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Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

Well Drew,

What I think is OwnTicket is once the Admin changes the owner to you,
you own it, the ticket then cannot be taken/owned by anyone else. And if
’TakeTicket’ right is activated on any user or group then that
particular ticket if is assigned to nobody can be taken on self.

Once you change the ownership to some other you see that there is no
take option…that probably means that the ticket can further cannot be
owned as told in the wiki. Keeping things simple…“Take Ticket” you are
the king and you can take the ticket on your behalf :slight_smile: … “Own Ticket”
…some one above you …probably your boss will assign it to you…and
you will then have to do the ticket.

Where I see the use is:

OwnTicket: A dept whereby one is the Departmental Chief and has
subordinates, the Chief knows the capability of his/her subordinates and
knows who can do what? so on that knowledge he then asks the RT Admin to
not allow any of the Group Members the right to “TakeTicket” but only
let him Admin the group and/or queue (whatever is necessary) and grant
every other person there with the “OwnTicket” rights. That way he can
assign the ticket to any of his subordinates. But in the mean time the
other subordinates are to be kept on AdminCcs n watch so everybody knows
whats been cooked and the chief can keep an eye of the ticket as it gets
on its way, changes ownership if necessary.

TakeTicket: The chief along with his/her subordinates are in some
critical or say a department where every person knows some or more of
the task the department handles. In such case the chief keeping the
Admin (group n queue [whatever is necessary] ) right to himself, asks
the RT Admin to allow all the subordinates with right to "TakeTicket"
and also “OwnTicket” and others as above. This way as subordinates see
some tickets…the take it on their own (here they will probably have
more comments) and if the cheif sees some necessity of someone specific
being assigned of the job, he will do so.

Well this is what I summarized out of the two rights and their use the
way I see. I might have been mistaken somewhere so more light on the
subject would be highly appreciated.

Regards,

Gaurav

Drew Barnes wrote: