Assigning a Ticket

RT Users
1

Hi there.

Scenario:

There is a Dept with a chief and subordinates. All of them are in the
AdminCcs. What I want is the tickets once created if not owned by anyone
can be taken by any of the members including the dept Chief. But in case
the Dept Chief wants some particular subordinate be looking after the
issue, assigns the ticket to that particular member. It did happen but
the downside is once I activate the ‘OwnTicket’ right to the
subordinates and chief. Even the subordinate is able to change the
ownership to some other member of the same group belonging to the same
queue. Can I not have something like only the cheif be able to assign
the ticket and not the subordinates.

I might have missed somewhere configuring and giving rights to the
group/queue/user. But I did not find any such issue. Rights assigned at
other places are fine to my knowledge. I am kind of sure that fellow
users in here might have had this issue once faced while implementing RT.

Any assistance or directions would be highly appreciated.

Regards,

Gaurav

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2

Gaurav,

Yes. We are set up that way. This is what we have:

1) Make the chief as the only Watcher/AdminCc for the queue.
2) put the chief and all subordinates in a group named "Queuename-Support".
3) set up the rights to the queue as follows:

	a) AdminCc; AssignCustomFields*, AdminQueue, DeleteTicket,

DelegateRights*, ModifyACL*, ModifyQueueWatchers, ModifyScrips,
ModifyTemplate, SeeGroup*, ShowConfigTab*, ShowScrips*, ShowTemplate*,
StealTicket, WatchAsAdminCc*.
b) Owner; ModifyTicket*.
c) Requestor; ReplyToTicket*, SeeQueue*, ShowTicket*.
d) “Queuename-Support”; CommentOnTicket, CreateTicket, OwnTicket,
ReplyToTicket, SeeQueue, ShowOutgoingEmail, ShowTicket,
ShowTicketComments, TakeTicket, Watch.

The rights with the * are the ones you might want to grant globally to

those roles if you have a lot of queues.

What this does is allow the chief to steal and re-assign a ticket

already owned. It also enforces that only the current ticket owner can
modify a ticket (except comments and correspondence witch all group
members can now do), but lets any group member take a ticket that is NOT
already owned. It also ensures that ALL requestors can see and reply
about “their” ticket. As for CreatTicket, you might want to grant that
right at the Queue level to either a named user group or to Privileged
users only or whatever fits your needs. Hope this helps.

Kenn
LBNLOn 8/22/2008 3:10 AM, Gaurav Ghimire wrote:

Hi there.

Scenario:

There is a Dept with a chief and subordinates. All of them are in the
AdminCcs. What I want is the tickets once created if not owned by anyone
can be taken by any of the members including the dept Chief. But in case
the Dept Chief wants some particular subordinate be looking after the
issue, assigns the ticket to that particular member. It did happen but
the downside is once I activate the ‘OwnTicket’ right to the
subordinates and chief. Even the subordinate is able to change the
ownership to some other member of the same group belonging to the same
queue. Can I not have something like only the cheif be able to assign
the ticket and not the subordinates.

I might have missed somewhere configuring and giving rights to the
group/queue/user. But I did not find any such issue. Rights assigned at
other places are fine to my knowledge. I am kind of sure that fellow
users in here might have had this issue once faced while implementing RT.

Any assistance or directions would be highly appreciated.

Regards,

Gaurav

–

Disclaimer:
This Email message along with any attachments is intended only for the addressee and may contain confidential and/or privileged information. If you have received this message in error, please notify sender immediately and delete this message from your system. If the reader is not the intended ecipient then any dissemination, distribution or copy of this communication is strictly prohibited. Reasonable precautions have been taken to ensure that this message is virus-free. However, Subisu Cablenet Pvt. Ltd. does not accept responsibility for any loss or damage arising from the use of this message or attachments.

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