Assigning ticket to another owner

Hi

I would like to assign a ticket to another Owner/user, but only myself
and Nobody appear in the “owner” drop down list, and there are quite a
few others in the group that have permissions on this queue. Am I
missing a permission here?

Thanks,

T.

Tom,

It really depends on what rights you have given the group. The 

following is what I do:

Configuration->Global->Group Rights:
  System Groups; Everyone - None
                 Privileged -   CreateSavedSearch
                                EditSavedSearch
                                LoadSavedSearch
                                ModifySelf
                                ShowSavedSearch
                 Unprivileged - None
  Roles;         Owners -       ModifyTicket
                 Requestors -   ReplyToTicket
                                SeeQueue
                                ShowTicket
                 CC -           ReplyToTicket
                                SeeQueue
                                ShowTicket
                                Watch
                 AdminCc -      AdminGroupMembership
                                AssignCustomFields
                                DelegateRights
                                ModifyOwnMembership
                                SeeGroup
                                ShowConfigTab
                                ShowScrips
                                ShowTemplate
                                WatchAsAdminCc

Configuration->Queues->(select queue)->Group Rights:
  System Groups; Everyone -     None
                 Privileged -   CreateTicket
		 	        ReplyToTicket
			        SeeQueue
                 Unprivileged - None
  Roles;         Owner -        None
                 Requestor -    ShowOutgoingEmail
                 CC -           None
                 AdminCc -      DeleteTicket
                                ModifyACL
                                ModifyQueueWatchers
                                ModifyScrips
                                ModifyTemplate
                                ModifyTicket
                                ShowACL
                                ShowScrips
                                ShowTemplate
                                StealTicket

  User Defined Groups;
                support group - CommentOnTicket
                                OwnTicket
                                ReplyToTicket
                                ShowOutgoingEmail
                                ShowTicketComments
                                TakeTicket
                                Watch

What this does is allow any privileged user in the system to create a 

ticket in my queue (ShowTicket,SeeQueue) and reply to any correspondence
for that ticket. It allows anyone in my technical support group to Own a
ticket (OwnTicket,TakeTicket), comment on any ticket in the queue but
only modify tickets they own (global right). The AdminCc (me) is also a
member of the support group so I can do anything that group can do PLUS,
only I can Steal a ticket and see the COnfig tab so I can manage the queue.
Obviously, everyone manages their RT differently, but this is how we
manage tickets. Minimum rights to the users (the ones asking for tech
support), modify (especially comments) rights for tech support users,
and almost everything else (except superuser which is reserved for the
SYSTEM ADmin) for a queue Admin user. I hope this helps.

Kenn
LBNLOn 1/10/2008 3:37 AM, Tom H wrote:

Hi

I would like to assign a ticket to another Owner/user, but only myself
and Nobody appear in the “owner” drop down list, and there are quite a
few others in the group that have permissions on this queue. Am I
missing a permission here?

Thanks,

T.


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