Bug or misconfiguration? a requestor with see ticket permission could not add her/his created ticket as a child ticket in another queue

RT Users
1

Hi all

I’m not sure if this is a bug or miss configuration or ever proper situation
in RT:

This is the scenario:

The Customer Support A who has full access to CS queue, needs to ask NOC
staffs (in NOC queue) regarding a specific case. Suppose Ticket #1 has been
created in CS queue.

Customer Support A has not full access to NOC queue. In NOC queue has been
defined “Requestor has Show Ticket permission”.

Customer Support A sends and email to NOC queue and received #2 as his/her
ticket number. She/he wants to add #2 as the child of Ticket #1.

System says, you don’t have permission.

Any idea?

smime.p7s (5.06 KB)

2

Hi all

I’m not sure if this is a bug or miss configuration or ever proper situation
in RT:

This is the scenario:

The Customer Support A who has full access to CS queue, needs to ask NOC
staffs (in NOC queue) regarding a specific case. Suppose Ticket #1 has been
created in CS queue.

Customer Support A has not full access to NOC queue. In NOC queue has been
defined “Requestor has Show Ticket permission”.

Customer Support A sends and email to NOC queue and received #2 as his/her
ticket number. She/he wants to add #2 as the child of Ticket #1.

System says, you don’t have permission.

RT_Config.pm:

=item C<$StrictLinkACL>

When this feature is enabled a user needs I rights on both
tickets to link them together, otherwise he can have rights on either of
them.

=cut

Set($StrictLinkACL, 1);