Cannot assign ticket

Hello,

Perl 5.8.6; RT 3.4.5, using MySQL.

I have messed around with permissions, including SetOwner, ModifyTicket,
TakeTicket, and StealTicket.

I cannot assign ownership of a Ticket.

RT Essentials says:

3.6. Assigning a Ticket

Tickets can have an owner-the user responsible for working on the ticket
or for coordinating the work. To assign a ticket to someone, go to the
People form from the ticket display page, and select the user from the
Owner drop-down list, as shown in Figure 3-7
<http://safari.oreilly.com/JVXSL.asp?x=1&mode=section&sortKey=rank&sortO
rder=desc&view=section&xmlid=0596006683/rtessentials-CHP-3-SECT-6&k=20&g
=&srchText=assign&code=&h=1&m=0596006683&l=1&j=list&catid=&s=1&b=1&f=1&t
=1&c=1&u=1&r=&o=1&n=1&d=1&p=1&a=0&page=0#rtessentials-CHP-3-FIG-7> .
This list contains the usernames of all the users allowed to own tickets
in the ticket’s current queue.

I try this, and only “Nobody” appears as an option.

Please advise.

Thanks,

Bill

Hello,

Perl 5.8.6; RT 3.4.5, using MySQL.

I have messed around with permissions, including SetOwner, ModifyTicket,
TakeTicket, and StealTicket.

I cannot assign ownership of a Ticket.

RT Essentials says:

3.6. Assigning a Ticket

Tickets can have an owner—the user responsible for working on the ticket or
for coordinating the work. To assign a ticket to someone, go to the People
form from the ticket display page, and select the user from the Owner
drop-down list, as shown in Figure 3-7. This list contains the usernames of
all the users allowed to own tickets in the ticket’s current queue.

I try this, and only “Nobody” appears as an option.
Grant right OwnTicket to groups/users who should be able to OwnTicket.
http://wiki.bestpractical.com/?OwnTicket

Please advise.

Thanks,

Bill


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

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html

Best regards, Ruslan.

3.6. Assigning a Ticket

Tickets can have an owner-the user responsible for working on the
ticket or
for coordinating the work. To assign a ticket to someone, go to the
People
form from the ticket display page, and select the user from the Owner
drop-down list, as shown in Figure 3-7. This list contains the
usernames of
all the users allowed to own tickets in the ticket’s current queue.

I try this, and only “Nobody” appears as an option.
Grant right OwnTicket to groups/users who should be able to OwnTicket.
http://wiki.bestpractical.com/?OwnTicket

Thanks Ruslan. Of course, I did grant that right to a group, at both
the Queue and Global levels, along with SeeQueue, but I still could not
assign a ticket to someone in the group.

I am hoping that someone will confirm this is a bug, or show me
something I missed.

Bill

William Catlan wrote:

3.6. Assigning a Ticket

Tickets can have an owner-the user responsible for working on the

ticket or

for coordinating the work. To assign a ticket to someone, go to the

People

form from the ticket display page, and select the user from the Owner
drop-down list, as shown in Figure 3-7. This list contains the

usernames of

all the users allowed to own tickets in the ticket’s current queue.

I try this, and only “Nobody” appears as an option.

Grant right OwnTicket to groups/users who should be able to OwnTicket.
http://wiki.bestpractical.com/?OwnTicket

Thanks Ruslan. Of course, I did grant that right to a group, at both
the Queue and Global levels, along with SeeQueue, but I still could not
assign a ticket to someone in the group.

I am hoping that someone will confirm this is a bug, or show me
something I missed.

Bill


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

We’re hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

Bill,

    If you already have a group with the correct permissions to see 

a ticket (seeQueue, SeeTicket, etc.) for a specific Queue, why in the
world do you also grant any global rights at all? The whole point of
making a Queue have group specific rights allows much more specific
de-bugging when it comes to problems like this,. I think too many users
of RT use the “shotgun” approach to granting rights and privileges.
GLobal stuff just might be negateing any Queue specific group rights.
It’s almost like a programmer who isnb’t sure he checked for something
in his code so he puts the same code that does the checking all over the
progrm. It’s redundant and makes everything much more difficult to
debug. I think you need to go back to the drawing board on rights and
decide how to tighten up the rights by being specific, not global and
then see what you get and debug from there. That is how ours is set up
and we have 23 Queues (for individual IT software support groups ) and
more than twice than many groups (1 group for technical support of an
application and 1 group for the user - who get less rights). Plus, we
have created an approval workflow that allows for a specific Queue to
hande the review/approval/rejection process for several other Queues and
ALL work and documentation stays with the original ticket number, even
though the original ticket make be moved to different Queues. This
cannot be done when you have a bunch of shotgun/global rights floating
around. Hopes this concept helps.

Kenn

Kenn,

I appreciate the confirmation that the feature works. I have tried a
number of different ways, including the more granular use of permissions
at the queue level.

Can you share the exact permissions you give to a group to allow them to
assign an owner to a ticket using People -> Owner driop down, as well as
the exact permissions you give to a group to allow them to be assigned
a ticket?

I think I’ve tried all reasonable configurations, and it is not working
for me. My version of RT is 3.4.5 … what version are you running?

Thanks,

BillFrom: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Friday, May 05, 2006 2:21 PM
To: William Catlan
Cc: Ruslan Zakirov; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Cannot assign ticket

William Catlan wrote:

3.6. Assigning a Ticket

Tickets can have an owner-the user responsible for working on the

ticket or

for coordinating the work. To assign a ticket to someone, go to the

People

form from the ticket display page, and select the user from the Owner
drop-down list, as shown in Figure 3-7. This list contains the

usernames of

all the users allowed to own tickets in the ticket’s current queue.

I try this, and only “Nobody” appears as an option.

Grant right OwnTicket to groups/users who should be able to OwnTicket.
http://wiki.bestpractical.com/?OwnTicket

Thanks Ruslan. Of course, I did grant that right to a group, at both
the Queue and Global levels, along with SeeQueue, but I still could
not
assign a ticket to someone in the group.

I am hoping that someone will confirm this is a bug, or show me
something I missed.

Bill


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

We’re hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html

Bill,

    If you already have a group with the correct permissions to see 

a ticket (seeQueue, SeeTicket, etc.) for a specific Queue, why in the
world do you also grant any global rights at all? The whole point of
making a Queue have group specific rights allows much more specific
de-bugging when it comes to problems like this,. I think too many users
of RT use the “shotgun” approach to granting rights and privileges.
GLobal stuff just might be negateing any Queue specific group rights.
It’s almost like a programmer who isnb’t sure he checked for something
in his code so he puts the same code that does the checking all over the

progrm. It’s redundant and makes everything much more difficult to
debug. I think you need to go back to the drawing board on rights and
decide how to tighten up the rights by being specific, not global and
then see what you get and debug from there. That is how ours is set up
and we have 23 Queues (for individual IT software support groups ) and
more than twice than many groups (1 group for technical support of an
application and 1 group for the user - who get less rights). Plus, we
have created an approval workflow that allows for a specific Queue to
hande the review/approval/rejection process for several other Queues and

ALL work and documentation stays with the original ticket number, even
though the original ticket make be moved to different Queues. This
cannot be done when you have a bunch of shotgun/global rights floating
around. Hopes this concept helps.

Kenn

William Catlan wrote:

Kenn,

I appreciate the confirmation that the feature works. I have tried a
number of different ways, including the more granular use of permissions
at the queue level.

Can you share the exact permissions you give to a group to allow them to
assign an owner to a ticket using People -> Owner driop down, as well as
the exact permissions you give to a group to allow them to be assigned
a ticket?

I think I’ve tried all reasonable configurations, and it is not working
for me. My version of RT is 3.4.5 … what version are you running?

Thanks,

Bill

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Friday, May 05, 2006 2:21 PM
To: William Catlan
Cc: Ruslan Zakirov; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Cannot assign ticket

William Catlan wrote:

3.6. Assigning a Ticket

Tickets can have an owner-the user responsible for working on the

ticket or

for coordinating the work. To assign a ticket to someone, go to the

People

form from the ticket display page, and select the user from the Owner
drop-down list, as shown in Figure 3-7. This list contains the

usernames of

all the users allowed to own tickets in the ticket’s current queue.

I try this, and only “Nobody” appears as an option.

Grant right OwnTicket to groups/users who should be able to OwnTicket.
http://wiki.bestpractical.com/?OwnTicket

Thanks Ruslan. Of course, I did grant that right to a group, at both
the Queue and Global levels, along with SeeQueue, but I still could

not

assign a ticket to someone in the group.

I am hoping that someone will confirm this is a bug, or show me
something I missed.

Bill


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

We’re hiring! Come hack Perl for Best Practical:

http://bestpractical.com/about/jobs.html

Bill,

    If you already have a group with the correct permissions to see 

a ticket (seeQueue, SeeTicket, etc.) for a specific Queue, why in the
world do you also grant any global rights at all? The whole point of
making a Queue have group specific rights allows much more specific
de-bugging when it comes to problems like this,. I think too many users
of RT use the “shotgun” approach to granting rights and privileges.
GLobal stuff just might be negateing any Queue specific group rights.
It’s almost like a programmer who isnb’t sure he checked for something
in his code so he puts the same code that does the checking all over the

progrm. It’s redundant and makes everything much more difficult to
debug. I think you need to go back to the drawing board on rights and
decide how to tighten up the rights by being specific, not global and
then see what you get and debug from there. That is how ours is set up
and we have 23 Queues (for individual IT software support groups ) and
more than twice than many groups (1 group for technical support of an
application and 1 group for the user - who get less rights). Plus, we
have created an approval workflow that allows for a specific Queue to
hande the review/approval/rejection process for several other Queues and

ALL work and documentation stays with the original ticket number, even
though the original ticket make be moved to different Queues. This
cannot be done when you have a bunch of shotgun/global rights floating
around. Hopes this concept helps.

Kenn

Will,

This will take a bit of time to walk thru but, here goes. First, we 

create a Queue (meaningful name - of course). Someone who is a superuser
must do this. Then we set up globally (for each person assigned as the
AdminCC of said Queue) one roght only “SeeConfigTab”. This allows the
AdminCc to administrate his own Queue. We also set up globally for
"everyone" all the CreateSavedSearch, EditSavedSearch, etc proviliges.).
For global stuff, that’s it. Now, create a group and name it for it’s
function pertaining to the Queue your going to give it rights to, ie.
Queuename-Technicians, or Queuename-Support, Queuename-users. By
creating groups, you save yourself the redundant effort of setting up
individuals with the same rights to the same Queues. So. create a group.
Then add some members. Remember, you can have any number of groups with
different or the same rights to a Queue. Once you have created the group
and populated it, give each group it’s own set of priviliges as pertains
to A single Queue. So you go into Configuration (the same superuser is
doing this), then Queue, pick the Queue, then slip down to group rights
(on the lefthand side of the screen) and click that. These rights all
pertain to the Queue level only so we give everyone the right to see
outgoing mail. Sometimes, depending on the group, we give privilidged
user the right to create tickets (most of our Queue administrators don’t
want that. They want only specific groups to have that right). We don’t
allow unprivileged users anything. At the Role level (think of a role as
a psuedo group) CC’s are watchers (we give them seeQueue, seeTicket,
ReplyToTicket, and Watch). Requestors are creators of tickets (we give
them CreateTicket, if that hasn’t been given to all privileged users,
all of the CC stuff and maybe let them make or see comments, depending
on if they are users or supporter or technicians). AdminCc gets it all
except we don’t let them create script or templates (we reserve that
right for the System Administrator - keeps redundant scripts and stuff
off the system). Then there are owners. We consider them the technicians
or supports of a Queue so they get more rights as pertains their work
(Comment on a ticket, create ticket, delete a ticket, own ticket, modify
ticket, take a ticket and all the right given a requestor). Then, we
grant a mix of rights to whatever groups we have created that will
pertain to the Queue, just like we did with the roles (except, of
course, the AdminCc). You can get a list of the rights and stuff on
Wiki. I hope this help you figure it out. OH. Also, at the Queue level,
we NEVER grant an individual ANY rights. Period. See ya.

Kenn

Kenn,

Thanks for the details. Unfortunately, it doesn’t work for me. What
version of RT are you running?

BillFrom: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Monday, May 08, 2006 8:56 PM
To: William Catlan
Cc: Ruslan Zakirov; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Cannot assign ticket

William Catlan wrote:

Kenn,

I appreciate the confirmation that the feature works. I have tried a
number of different ways, including the more granular use of
permissions
at the queue level.

Can you share the exact permissions you give to a group to allow them
to
assign an owner to a ticket using People -> Owner driop down, as well
as
the exact permissions you give to a group to allow them to be
assigned
a ticket?

I think I’ve tried all reasonable configurations, and it is not
working
for me. My version of RT is 3.4.5 … what version are you running?

Thanks,

Bill

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: Friday, May 05, 2006 2:21 PM
To: William Catlan
Cc: Ruslan Zakirov; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Cannot assign ticket

William Catlan wrote:

3.6. Assigning a Ticket

Tickets can have an owner-the user responsible for working on the

ticket or

for coordinating the work. To assign a ticket to someone, go to the

People

form from the ticket display page, and select the user from the
Owner

drop-down list, as shown in Figure 3-7. This list contains the

usernames of

all the users allowed to own tickets in the ticket’s current queue.

I try this, and only “Nobody” appears as an option.

Grant right OwnTicket to groups/users who should be able to
OwnTicket.

http://wiki.bestpractical.com/?OwnTicket

Thanks Ruslan. Of course, I did grant that right to a group, at both
the Queue and Global levels, along with SeeQueue, but I still could

not

assign a ticket to someone in the group.

I am hoping that someone will confirm this is a bug, or show me
something I missed.

Bill


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

We’re hiring! Come hack Perl for Best Practical:

http://bestpractical.com/about/jobs.html

Bill,

    If you already have a group with the correct permissions to

see

a ticket (seeQueue, SeeTicket, etc.) for a specific Queue, why in the
world do you also grant any global rights at all? The whole point of
making a Queue have group specific rights allows much more specific
de-bugging when it comes to problems like this,. I think too many
users
of RT use the “shotgun” approach to granting rights and privileges.
GLobal stuff just might be negateing any Queue specific group rights.
It’s almost like a programmer who isnb’t sure he checked for something

in his code so he puts the same code that does the checking all over
the

progrm. It’s redundant and makes everything much more difficult to
debug. I think you need to go back to the drawing board on rights and
decide how to tighten up the rights by being specific, not global and
then see what you get and debug from there. That is how ours is set up

and we have 23 Queues (for individual IT software support groups ) and

more than twice than many groups (1 group for technical support of an
application and 1 group for the user - who get less rights). Plus, we
have created an approval workflow that allows for a specific Queue to
hande the review/approval/rejection process for several other Queues
and

ALL work and documentation stays with the original ticket number, even

though the original ticket make be moved to different Queues. This
cannot be done when you have a bunch of shotgun/global rights floating

around. Hopes this concept helps.

Kenn

Will,

This will take a bit of time to walk thru but, here goes. First, we 

create a Queue (meaningful name - of course). Someone who is a superuser

must do this. Then we set up globally (for each person assigned as the
AdminCC of said Queue) one roght only “SeeConfigTab”. This allows the
AdminCc to administrate his own Queue. We also set up globally for
"everyone" all the CreateSavedSearch, EditSavedSearch, etc proviliges.).

For global stuff, that’s it. Now, create a group and name it for it’s
function pertaining to the Queue your going to give it rights to, ie.
Queuename-Technicians, or Queuename-Support, Queuename-users. By
creating groups, you save yourself the redundant effort of setting up
individuals with the same rights to the same Queues. So. create a group.

Then add some members. Remember, you can have any number of groups with
different or the same rights to a Queue. Once you have created the group

and populated it, give each group it’s own set of priviliges as pertains

to A single Queue. So you go into Configuration (the same superuser is
doing this), then Queue, pick the Queue, then slip down to group rights
(on the lefthand side of the screen) and click that. These rights all
pertain to the Queue level only so we give everyone the right to see
outgoing mail. Sometimes, depending on the group, we give privilidged
user the right to create tickets (most of our Queue administrators don’t

want that. They want only specific groups to have that right). We don’t
allow unprivileged users anything. At the Role level (think of a role as

a psuedo group) CC’s are watchers (we give them seeQueue, seeTicket,
ReplyToTicket, and Watch). Requestors are creators of tickets (we give
them CreateTicket, if that hasn’t been given to all privileged users,
all of the CC stuff and maybe let them make or see comments, depending
on if they are users or supporter or technicians). AdminCc gets it all
except we don’t let them create script or templates (we reserve that
right for the System Administrator - keeps redundant scripts and stuff
off the system). Then there are owners. We consider them the technicians

or supports of a Queue so they get more rights as pertains their work
(Comment on a ticket, create ticket, delete a ticket, own ticket, modify

ticket, take a ticket and all the right given a requestor). Then, we
grant a mix of rights to whatever groups we have created that will
pertain to the Queue, just like we did with the roles (except, of
course, the AdminCc). You can get a list of the rights and stuff on
Wiki. I hope this help you figure it out. OH. Also, at the Queue level,
we NEVER grant an individual ANY rights. Period. See ya.

Kenn