Assigning tickets

I know its somewhere in the docs but I can not find it.

I am trying to assign tickets to other users within the group.

When the ticket is unassigned its fairly easy to assign but when its already
owned by another user and when I try to change it to a different user it
states

"You can only reassign tickets that you own or that are unowned "

is there any way to change this ?

Thanks

"You can only reassign tickets that you own or that are unowned "

is there any way to change this ?

You first take ownership or steal ownership and then assign it.

Michael
Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”

hi list,

why is it that i can’t seem to be able to assign tickets to other people,
even when i own them? when i see the main ticket display, it shows my user
as the owner, for example, after taking it… then in the “People” tab,
only “Nobody” appears in the list of people to set the owner to… i don’t
want to have to have the person i want the ticket assigned to to have to login
and “steal” the ticket in order to have it assigned to them, i want to be able
to force them to own it, like it should be…

i can’t do this as anyone… not even root, or a user that has superuser priviledges…

rt 3.6.7…

i don’t get it :frowning:

-gabe

Gabriel,

This is accomplished using privileges and groups. You could also grant 

individual Users the right to own tickets in a queue, but that would be
a maintenance nightmare. By default, RT will display on the Owner drop
down any and all members of any group that has the “OwnTicket” right. If
they have “TakeTicket, along with “SeeQueue”, then they would be able to
see tickets in a queue and TAKE any ticket that wasn’t already owned. If
they do NOT have “OwnTicket” for a queue, then granting the
"StealTicket” would not work. They cannot steal something they are not
allowed to own. So, to make this simple, find out what groups have
rights to the queue in question, and make sure they have the appropriate
rights AND make sure the user you want to own tickets is in one of those
groups. Hope this helps.

Kenn
LBNLOn 10/29/2008 10:10 AM, Gabriel Cadieux wrote:

hi list,

why is it that i can’t seem to be able to assign tickets to other people,
even when i own them? when i see the main ticket display, it shows my user
as the owner, for example, after taking it… then in the “People” tab,
only “Nobody” appears in the list of people to set the owner to… i don’t
want to have to have the person i want the ticket assigned to to have to login
and “steal” the ticket in order to have it assigned to them, i want to be able
to force them to own it, like it should be…

i can’t do this as anyone… not even root, or a user that has superuser priviledges…

rt 3.6.7…

i don’t get it :frowning:

-gabe


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Commercial support: sales@bestpractical.com

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Kenn,

In our configuration using 3.6.7, there are only two users besides root,
myself and my co-worker, and we are both set to SuperUser priviledges.
We will be the only ones using this system, so there is no need to start
going all crazy with applying the proper permissions etc… (there will
be read-only users added later, but i will make a group for them and set
permissions when the time comes). The problem I am experiencing is that
nobody (not even root) can ASSIGN a ticket to another user. The only user
available to assign to is “Nobody”, and on top of that, this creates another
problem where any page I go to when editing a ticket that mentions the owner
gets set back to “Nobody” from the current owner due to this. I don’t understand
how even the root user could not be allowed to assign a ticket to someone else…
doesn’t SuperUser encompass all other permissions as well, including those
necessary to change ticket ownership (not just own/take/steal tickets)?

Thanks,

-gabeFrom: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wednesday, October 29, 2008 4:26 PM
To: Gabriel Cadieux
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] assigning tickets

Gabriel,

This is accomplished using privileges and groups. You could also grant 

individual Users the right to own tickets in a queue, but that would be
a maintenance nightmare. By default, RT will display on the Owner drop
down any and all members of any group that has the “OwnTicket” right. If
they have “TakeTicket, along with “SeeQueue”, then they would be able to
see tickets in a queue and TAKE any ticket that wasn’t already owned. If
they do NOT have “OwnTicket” for a queue, then granting the
"StealTicket” would not work. They cannot steal something they are not
allowed to own. So, to make this simple, find out what groups have
rights to the queue in question, and make sure they have the appropriate
rights AND make sure the user you want to own tickets is in one of those
groups. Hope this helps.

Kenn
LBNL

It sounds to me like something has gone wrong with your install, as I
have not been able to duplicate any of these problems on my install. If
this isn’t a production system, I would blow the db away and start over
and see if something wasn’t set up properly initially.

Gabriel Cadieux wrote:

Kenn,

In our configuration using 3.6.7, there are only two users besides root,
myself and my co-worker, and we are both set to SuperUser priviledges.
We will be the only ones using this system, so there is no need to start
going all crazy with applying the proper permissions etc… (there will
be read-only users added later, but i will make a group for them and set
permissions when the time comes). The problem I am experiencing is that
nobody (not even root) can ASSIGN a ticket to another user. The only user
available to assign to is “Nobody”, and on top of that, this creates another
problem where any page I go to when editing a ticket that mentions the owner
gets set back to “Nobody” from the current owner due to this. I don’t understand
how even the root user could not be allowed to assign a ticket to someone else…
doesn’t SuperUser encompass all other permissions as well, including those
necessary to change ticket ownership (not just own/take/steal tickets)?

Thanks,

-gabe

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wednesday, October 29, 2008 4:26 PM
To: Gabriel Cadieux
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] assigning tickets

Gabriel,

This is accomplished using privileges and groups. You could also grant
individual Users the right to own tickets in a queue, but that would be
a maintenance nightmare. By default, RT will display on the Owner drop
down any and all members of any group that has the “OwnTicket” right. If
they have “TakeTicket, along with “SeeQueue”, then they would be able to
see tickets in a queue and TAKE any ticket that wasn’t already owned. If
they do NOT have “OwnTicket” for a queue, then granting the
"StealTicket” would not work. They cannot steal something they are not
allowed to own. So, to make this simple, find out what groups have
rights to the queue in question, and make sure they have the appropriate
rights AND make sure the user you want to own tickets is in one of those
groups. Hope this helps.

Kenn
LBNL

hi list,

why is it that i can’t seem to be able to assign tickets to other people,
even when i own them? when i see the main ticket display, it shows my user
as the owner, for example, after taking it… then in the “People” tab,
only “Nobody” appears in the list of people to set the owner to… i don’t
want to have to have the person i want the ticket assigned to to have to login
and “steal” the ticket in order to have it assigned to them, i want to be able
to force them to own it, like it should be…

i can’t do this as anyone… not even root, or a user that has superuser priviledges…

rt 3.6.7…

i don’t get it :frowning:

-gabe


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

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

Kenn,

In our configuration using 3.6.7, there are only two users besides root,
myself and my co-worker, and we are both set to SuperUser priviledges.
We will be the only ones using this system, so there is no need to start
going all crazy with applying the proper permissions etc… (there will
be read-only users added later, but i will make a group for them and set
permissions when the time comes). The problem I am experiencing is that
nobody (not even root) can ASSIGN a ticket to another user. The only user
available to assign to is “Nobody”, and on top of that, this creates
another
problem where any page I go to when editing a ticket that mentions the
owner
gets set back to “Nobody” from the current owner due to this. I don’t
understand
how even the root user could not be allowed to assign a ticket to
someone else…
doesn’t SuperUser encompass all other permissions as well, including
those
necessary to change ticket ownership (not just own/take/steal tickets)?

Thanks,

-gabe

Gabe,

I think that the only users who appear in the owner drop-down are those
who have explicit OwnTicket rights in the queue - super users are not
included. So to use ticket ownership you will at least need to assign
OwnTicket rights to the appropriate users.

Steve

many thanks! all did was grand all possible rights to our two users and
the problem is fixed! :slight_smile:

it probably was the OwnTicket permission (although i did not test it individually).

-gabe-----Original Message-----
From: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: Thursday, October 30, 2008 9:28 AM
To: Gabriel Cadieux; Kenneth Crocker
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] assigning tickets

On Thu, 30 Oct 2008 09:12:54 -0400, Gabriel Cadieux gcadieux@securetechnologies.ca wrote:

Kenn,

In our configuration using 3.6.7, there are only two users besides root,
myself and my co-worker, and we are both set to SuperUser priviledges.
We will be the only ones using this system, so there is no need to start
going all crazy with applying the proper permissions etc… (there will
be read-only users added later, but i will make a group for them and set
permissions when the time comes). The problem I am experiencing is that
nobody (not even root) can ASSIGN a ticket to another user. The only user
available to assign to is “Nobody”, and on top of that, this creates
another
problem where any page I go to when editing a ticket that mentions the
owner
gets set back to “Nobody” from the current owner due to this. I don’t
understand
how even the root user could not be allowed to assign a ticket to
someone else…
doesn’t SuperUser encompass all other permissions as well, including
those
necessary to change ticket ownership (not just own/take/steal tickets)?

Thanks,

-gabe

Gabe,

I think that the only users who appear in the owner drop-down are those
who have explicit OwnTicket rights in the queue - super users are not
included. So to use ticket ownership you will at least need to assign
OwnTicket rights to the appropriate users.

Steve

Gabriel,

My third sentence reads, "By default, RT will display on the Owner drop 

down any and all members of any group that has the “OwnTicket” right.".
I guess it was easy to miss among all that other junk I wrote. Sorry.

Kenn
LBNLOn 10/30/2008 6:12 AM, Gabriel Cadieux wrote:

Kenn,

In our configuration using 3.6.7, there are only two users besides root,
myself and my co-worker, and we are both set to SuperUser priviledges.
We will be the only ones using this system, so there is no need to start
going all crazy with applying the proper permissions etc… (there will
be read-only users added later, but i will make a group for them and set
permissions when the time comes). The problem I am experiencing is that
nobody (not even root) can ASSIGN a ticket to another user. The only user
available to assign to is “Nobody”, and on top of that, this creates another
problem where any page I go to when editing a ticket that mentions the owner
gets set back to “Nobody” from the current owner due to this. I don’t understand
how even the root user could not be allowed to assign a ticket to someone else…
doesn’t SuperUser encompass all other permissions as well, including those
necessary to change ticket ownership (not just own/take/steal tickets)?

Thanks,

-gabe

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wednesday, October 29, 2008 4:26 PM
To: Gabriel Cadieux
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] assigning tickets

Gabriel,

This is accomplished using privileges and groups. You could also grant
individual Users the right to own tickets in a queue, but that would be
a maintenance nightmare. By default, RT will display on the Owner drop
down any and all members of any group that has the “OwnTicket” right. If
they have “TakeTicket, along with “SeeQueue”, then they would be able to
see tickets in a queue and TAKE any ticket that wasn’t already owned. If
they do NOT have “OwnTicket” for a queue, then granting the
"StealTicket” would not work. They cannot steal something they are not
allowed to own. So, to make this simple, find out what groups have
rights to the queue in question, and make sure they have the appropriate
rights AND make sure the user you want to own tickets is in one of those
groups. Hope this helps.

Kenn
LBNL

On 10/29/2008 10:10 AM, Gabriel Cadieux wrote:

hi list,

why is it that i can’t seem to be able to assign tickets to other people,
even when i own them? when i see the main ticket display, it shows my user
as the owner, for example, after taking it… then in the “People” tab,
only “Nobody” appears in the list of people to set the owner to… i don’t
want to have to have the person i want the ticket assigned to to have to login
and “steal” the ticket in order to have it assigned to them, i want to be able
to force them to own it, like it should be…

i can’t do this as anyone… not even root, or a user that has superuser priviledges…

rt 3.6.7…

i don’t get it :frowning:

-gabe


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

i’m so sorry kenn! lol

i must have completely missed that. you’re officially also credited for answering my question :slight_smile:

-gabeFrom: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Thursday, October 30, 2008 3:55 PM
To: Gabriel Cadieux
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] assigning tickets

Gabriel,

My third sentence reads, "By default, RT will display on the Owner drop 

down any and all members of any group that has the “OwnTicket” right.".
I guess it was easy to miss among all that other junk I wrote. Sorry.

Kenn
LBNL

Gabriel,

No problema. Just didn't want you to think I was a dunce. All is kool.

Kenn
LBNLOn 10/30/2008 1:48 PM, Gabriel Cadieux wrote:

i’m so sorry kenn! lol

i must have completely missed that. you’re officially also credited for answering my question :slight_smile:

-gabe

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Thursday, October 30, 2008 3:55 PM
To: Gabriel Cadieux
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] assigning tickets

Gabriel,

My third sentence reads, “By default, RT will display on the Owner drop
down any and all members of any group that has the “OwnTicket” right.”.
I guess it was easy to miss among all that other junk I wrote. Sorry.

Kenn
LBNL

On 10/30/2008 6:12 AM, Gabriel Cadieux wrote:

Kenn,

In our configuration using 3.6.7, there are only two users besides root,
myself and my co-worker, and we are both set to SuperUser priviledges.
We will be the only ones using this system, so there is no need to start
going all crazy with applying the proper permissions etc… (there will
be read-only users added later, but i will make a group for them and set
permissions when the time comes). The problem I am experiencing is that
nobody (not even root) can ASSIGN a ticket to another user. The only user
available to assign to is “Nobody”, and on top of that, this creates another
problem where any page I go to when editing a ticket that mentions the owner
gets set back to “Nobody” from the current owner due to this. I don’t understand
how even the root user could not be allowed to assign a ticket to someone else…
doesn’t SuperUser encompass all other permissions as well, including those
necessary to change ticket ownership (not just own/take/steal tickets)?

Thanks,

-gabe

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Wednesday, October 29, 2008 4:26 PM
To: Gabriel Cadieux
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] assigning tickets

Gabriel,

This is accomplished using privileges and groups. You could also grant
individual Users the right to own tickets in a queue, but that would be
a maintenance nightmare. By default, RT will display on the Owner drop
down any and all members of any group that has the “OwnTicket” right. If
they have “TakeTicket, along with “SeeQueue”, then they would be able to
see tickets in a queue and TAKE any ticket that wasn’t already owned. If
they do NOT have “OwnTicket” for a queue, then granting the
"StealTicket” would not work. They cannot steal something they are not
allowed to own. So, to make this simple, find out what groups have
rights to the queue in question, and make sure they have the appropriate
rights AND make sure the user you want to own tickets is in one of those
groups. Hope this helps.

Kenn
LBNL

On 10/29/2008 10:10 AM, Gabriel Cadieux wrote:

hi list,

why is it that i can’t seem to be able to assign tickets to other people,
even when i own them? when i see the main ticket display, it shows my user
as the owner, for example, after taking it… then in the “People” tab,
only “Nobody” appears in the list of people to set the owner to… i don’t
want to have to have the person i want the ticket assigned to to have to login
and “steal” the ticket in order to have it assigned to them, i want to be able
to force them to own it, like it should be…

i can’t do this as anyone… not even root, or a user that has superuser priviledges…

rt 3.6.7…

i don’t get it :frowning:

-gabe


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Hi Gabe,

We were experiencing the same issue. After assigning the required
privileges to members/groups of the queue, The only option available in
the owner field was either “Nobody” or the ticket owner.

After a little bit of research, we discovered there is a bug in perl
module DBIx::SearchBuilder v1.48 which is used to populate the owners
field.

Upgrading to DBIx::SearchBuilder v1.54 has fixed the issue for us.

You can see the change logs for DBIx::SearchBuilder here:
http://search.cpan.org/src/JESSE/DBIx-SearchBuilder-1.54/Changes

Hope this helps,

Dave

David O’Brien
System Administrator
www.thehotonlinenetwork.com
d:

t: 0845 4680 568

f: 0845 4680 868

m: 

	Beaumont House, Kensington Village, Avonmore Road, London, W14 8TS



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This message is sent in confidence for the addressee only. It may contain privileged

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us of any errors in transmission. Thank you.

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hey dave,

i was/am already running DBIx::SearchBuilder 1.54.

i actually fixed this issue a while back;

my problem was rooted in the fact that none of my users had the "OwnTicket"
permission assigned to them (even root, which only had “superuser” assigned to it).

thanks for the reply though :slight_smile:

-gabeFrom: David O’Brien [mailto:david.obrien@hotonline.com]
Sent: Thursday, November 13, 2008 6:44 AM
To: rt-users@lists.bestpractical.com
Cc: Gabriel Cadieux
Subject: Re: assigning tickets

Hi Gabe,

We were experiencing the same issue. After assigning the required
privileges to members/groups of the queue, The only option available in
the owner field was either “Nobody” or the ticket owner.

After a little bit of research, we discovered there is a bug in perl
module DBIx::SearchBuilder v1.48 which is used to populate the owners
field.

Upgrading to DBIx::SearchBuilder v1.54 has fixed the issue for us.

You can see the change logs for DBIx::SearchBuilder here:
http://search.cpan.org/src/JESSE/DBIx-SearchBuilder-1.54/Changes

Hope this helps,

Dave

David O’Brien
System Administrator
www.thehotonlinenetwork.com
d:

t: 0845 4680 568

f: 0845 4680 868

m: 

	Beaumont House, Kensington Village, Avonmore Road, London, W14 8TS



- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

This message is sent in confidence for the addressee only. It may contain privileged

information. The contents are not to be disclosed to anyone other than the addressee.

Unauthorised recipients are requested to preserve this confidentiality and to advise

us of any errors in transmission. Thank you.

hotonline ltd is registered in England & Wales. Registered office: One Canada Square,

Canary Wharf, London E14 5AP. Registered No: 1904765.