I am trying to figure out why a users who owns a ticket in a certain queue is
not able to add a dependency to that ticket which is a ticket in another
queue which he does not have access. This is how our RT is set up…
All users can see all queues, but not the tickets within those queues. 2 of
my queues are Content and IT Support. A user has read and write access to
the Content queue and owns a ticket in the content queue. He wants to add a
dependency of a ticket from the IT support queue to his ticket, but does not
have read or write access to IT support. When he tries to add the ticket as
a link to his ticket, he gets an error that his permission is denied. How
can I set this up so that he does not see the ticket, but can add it as a
link in his own ticket for a dependency?
Thanks,
Laura
View this message in context: http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-not-have-access-to--tp16681215p16681215.html
He needs the CreateTicket right in the target queue?
Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.org-----Original Message-----
From: lgrella [mailto:lgrella@acquiremedia.com]
Sent: Monday, April 14, 2008 10:48 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Can a user add a dependency on a ticket he does not
have access to?
I am trying to figure out why a users who owns a ticket in a certain
queue is
not able to add a dependency to that ticket which is a ticket in another
queue which he does not have access. This is how our RT is set up…
All users can see all queues, but not the tickets within those queues. 2
of
my queues are Content and IT Support. A user has read and write access
to
the Content queue and owns a ticket in the content queue. He wants to
add a
dependency of a ticket from the IT support queue to his ticket, but does
not
have read or write access to IT support. When he tries to add the ticket
as
a link to his ticket, he gets an error that his permission is denied.
How
can I set this up so that he does not see the ticket, but can add it as
a
link in his own ticket for a dependency?
Thanks,
Laura
View this message in context:
http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-no
t-have-access-to–tp16681215p16681215.html
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All priveleged users in the system have Create Ticket rights for all queues,
so this is not the problem.
Aaron Sallade wrote:
He needs the CreateTicket right in the target queue?
Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.org
-----Original Message-----
From: lgrella [mailto:lgrella@acquiremedia.com]
Sent: Monday, April 14, 2008 10:48 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Can a user add a dependency on a ticket he does not
have access to?
I am trying to figure out why a users who owns a ticket in a certain
queue is
not able to add a dependency to that ticket which is a ticket in another
queue which he does not have access. This is how our RT is set up…
All users can see all queues, but not the tickets within those queues. 2
of
my queues are Content and IT Support. A user has read and write access
to
the Content queue and owns a ticket in the content queue. He wants to
add a
dependency of a ticket from the IT support queue to his ticket, but does
not
have read or write access to IT support. When he tries to add the ticket
as
a link to his ticket, he gets an error that his permission is denied.
How
can I set this up so that he does not see the ticket, but can add it as
a
link in his own ticket for a dependency?
Thanks,
Laura
View this message in context:
http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-no
t-have-access-to–tp16681215p16681215.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
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View this message in context: http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-not-have-access-to--tp16681215p16686736.html
Igrella,
Have you tried giving the "ModifyTicket" right globally to the role
“Owner”? Other than that and the “CreateTicket” & “SeeQueue” rights (to
the target Queue), the person owning the ticket should certainly be able
to do that. We’ve never encountered that problem. Interesting.
Kenn
LBNLOn 4/14/2008 10:48 AM, lgrella wrote:
I am trying to figure out why a users who owns a ticket in a certain queue is
not able to add a dependency to that ticket which is a ticket in another
queue which he does not have access. This is how our RT is set up…
All users can see all queues, but not the tickets within those queues. 2 of
my queues are Content and IT Support. A user has read and write access to
the Content queue and owns a ticket in the content queue. He wants to add a
dependency of a ticket from the IT support queue to his ticket, but does not
have read or write access to IT support. When he tries to add the ticket as
a link to his ticket, he gets an error that his permission is denied. How
can I set this up so that he does not see the ticket, but can add it as a
link in his own ticket for a dependency?
Thanks,
Laura
Thank you Kenneth. I did add the ModifyTicket right globally for all
priveleged users and that worked. If it is only added onlyto the owner, then
the owner can modify the ticket he owns, but not the other ticket that needs
to be added as a dependency since the other ticket gets modified when it is
added as a dependency.
Kenneth Crocker wrote:
Igrella,
Have you tried giving the “ModifyTicket” right globally to the role
“Owner”? Other than that and the “CreateTicket” & “SeeQueue” rights (to
the target Queue), the person owning the ticket should certainly be able
to do that. We’ve never encountered that problem. Interesting.
Kenn
LBNL
I am trying to figure out why a users who owns a ticket in a certain
queue is
not able to add a dependency to that ticket which is a ticket in another
queue which he does not have access. This is how our RT is set up…
All users can see all queues, but not the tickets within those queues. 2
of
my queues are Content and IT Support. A user has read and write access to
the Content queue and owns a ticket in the content queue. He wants to add
a
dependency of a ticket from the IT support queue to his ticket, but does
not
have read or write access to IT support. When he tries to add the ticket
as
a link to his ticket, he gets an error that his permission is denied. How
can I set this up so that he does not see the ticket, but can add it as a
link in his own ticket for a dependency?
Thanks,
Laura
The rt-users Archives
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
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View this message in context: http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-not-have-access-to--tp16681215p16691434.html
Igrella,
Sorry I took so long to respond, I've been on vacation. As to your
situation, I think have “ModifyTicket” as a global right is dangerous,
it just gives away too much of the store. I would suggest creating a
group (call it XX-Support where xx equals the name of the queue) with
these rights:
1) CommentOnTicket
2) CreateTicket
3) ModifyTicket
4) OwnTicket
5) ReplyToTicket
6) SeeQueue
7) SeeOutgoingEmail
8) ShowTicket
9) ShowTicketComments
10) TakeTicket
11) Watch
Now, this will give those responsible for the tickets in a particular
queue (that’s what the group is for) all the rights they need to deal
with those tickets in a particular queue without giving away too much to
the rest of the world (remove those rights from Global/Privileged). Just
an idea. Hope it helps.
Kenn
LBNLOn 4/14/2008 3:31 PM, lgrella wrote:
Thank you Kenneth. I did add the ModifyTicket right globally for all
priveleged users and that worked. If it is only added onlyto the owner, then
the owner can modify the ticket he owns, but not the other ticket that needs
to be added as a dependency since the other ticket gets modified when it is
added as a dependency.
Kenneth Crocker wrote:
Igrella,
Have you tried giving the “ModifyTicket” right globally to the role
“Owner”? Other than that and the “CreateTicket” & “SeeQueue” rights (to
the target Queue), the person owning the ticket should certainly be able
to do that. We’ve never encountered that problem. Interesting.
Kenn
LBNL
On 4/14/2008 10:48 AM, lgrella wrote:
I am trying to figure out why a users who owns a ticket in a certain
queue is
not able to add a dependency to that ticket which is a ticket in another
queue which he does not have access. This is how our RT is set up…
All users can see all queues, but not the tickets within those queues. 2
of
my queues are Content and IT Support. A user has read and write access to
the Content queue and owns a ticket in the content queue. He wants to add
a
dependency of a ticket from the IT support queue to his ticket, but does
not
have read or write access to IT support. When he tries to add the ticket
as
a link to his ticket, he gets an error that his permission is denied. How
can I set this up so that he does not see the ticket, but can add it as a
link in his own ticket for a dependency?
Thanks,
Laura
The rt-users Archives
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
$StrictLinkACL in the configOn Mon, Apr 14, 2008 at 9:48 PM, lgrella lgrella@acquiremedia.com wrote:
I am trying to figure out why a users who owns a ticket in a certain queue is
not able to add a dependency to that ticket which is a ticket in another
queue which he does not have access. This is how our RT is set up…
All users can see all queues, but not the tickets within those queues. 2 of
my queues are Content and IT Support. A user has read and write access to
the Content queue and owns a ticket in the content queue. He wants to add a
dependency of a ticket from the IT support queue to his ticket, but does not
have read or write access to IT support. When he tries to add the ticket as
a link to his ticket, he gets an error that his permission is denied. How
can I set this up so that he does not see the ticket, but can add it as a
link in his own ticket for a dependency?
Thanks,
Laura
View this message in context: http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-not-have-access-to--tp16681215p16681215.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
The rt-users Archives
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Best regards, Ruslan.
$StrictLinkACL in the config
Excellent! I had the same problem and was following this thread for a
possible solution.
Thanks!
js.
Jean-Sebastien Morisset, Sr. UNIX Administrator jsmoriss@mvlan.net