Can't assign ticket / Owner drop-down only shows Nobody - WinRT 3.4.5

Hi, I recently installed the Windows version of RT (3.4.5) put out by
Netvigilance (netVigilance, Inc. - SecureScout WinRT
http://www.netvigilance.com/winrt ). I am running into a problem with
Modifying tickets. Whenever there is a drop-down box for Owner, only “Nobody”
is displayed. I have read the FAQ, message board, etc… but haven’t found the
solution. Since I just installed it, I have a very simple user set-up. I have
tried all manner of giving the “OwnTicket” right to users: global, per-queue,
etc… and the drop-down box only lists Nobody. Even when a ticket has an
owner, if I go to the ticket and open the People display, the drop-down will
have only Nobody, so anytime you make changes to the ticket, it sets the owner
back to Nobody. I have installed RTx::RightsMatrix and it confirms that
multiple users have the OwnTicket right but they never appear in the drop-down.
I am aware of the fact that SuperUser does not automatically gain the OwnTicket
right so I have been explicitly giving OwnTicket.

The WinRT support blog (run by Netvigilance) has an entry on this:

http://winrt.blogspot.com/2006/08/to-give-or-assign-ticket.html

that claims the ability to give/assign a ticket to someone else doesn’t work in
3.4.5. They reference a thread on rt-devel:

4909

that talks about “GiveTicket” and “AssignTicket” rights. But looking at the
code, I don’t see indication that the functionality of changing the Owner was
taken out.

I have delved into the codebase and everything seems like it should be working,
but I am not familiar enough with Perl and the RT Object Models to debug it.
Any help would be appreciated.

WinRT (RT codebase 3.4.5)
Windows Server 2003 with SP2
Apache/2.0.52 (Win32) mod_perl/2.0.2 Perl/v5.8.6 (all installed automatically
by WinRT installer)

Philip Epstein

The information transmitted in this electronic communication is intended only for the person or entity to whom it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this information in error, please contact the Compliance HelpLine at 800-856-1983 and properly dispose of this information.

Philip,

Giving the right to "own" a ticket is not enough. The right 

“ModifyTicket” must also be granted if you want someone to modify
status, time, date fields, etc. The “CommentOnTicket” can be used if you
want a user to “only” be able to make comments and the “ReplyToTicket”
and “SeeOutgoingEmail” are just for those abilities (regarding E_mail)
as well. If you envision your use of RT going beyond a few people, then
you should really consider not granting any rights to individuals but
granting those rights to groups and adding the appropriate people to
those groups. Individual rights can become a maintenence nightmare when
a lot of people are using the system. Save “SuperUser” for the one or
two people who manage RT as a whole. Hope this helps.

Kenn
LBNLOn 9/25/2007 12:29 PM, Epstein, Philip wrote:

Hi, I recently installed the Windows version of RT (3.4.5) put out by
Netvigilance (_netVigilance - Leading Vulnerability Assessment). I am running into a
problem with Modifying tickets. Whenever there is a drop-down box for
Owner, only “Nobody” is displayed. I have read the FAQ, message board,
etc� but haven’t found the solution. Since I just installed it, I have
a very simple user set-up. I have tried all manner of giving the
“OwnTicket” right to users: global, per-queue, etc� and the drop-down
box only lists Nobody. Even when a ticket has an owner, if I go to the
ticket and open the People display, the drop-down will have only Nobody,
so anytime you make changes to the ticket, it sets the owner back to
Nobody. I have installed RTx::RightsMatrix and it confirms that
multiple users have the OwnTicket right but they never appear in the
drop-down. I am aware of the fact that SuperUser does not automatically
gain the OwnTicket right so I have been explicitly giving OwnTicket.

The WinRT support blog (run by Netvigilance) has an entry on this:

WinRT Support Blog: To "Give" or "Assign" a ticket.

that claims the ability to give/assign a ticket to someone else doesn’t
work in 3.4.5. They reference a thread on rt-devel:

Carbon60: Cloud Consulting - Services and Solutions

that talks about “GiveTicket” and “AssignTicket” rights. But looking at
the code, I don’t see indication that the functionality of changing the
Owner was taken out.

I have delved into the codebase and everything seems like it should be
working, but I am not familiar enough with Perl and the RT Object
Models to debug it. Any help would be appreciated.

WinRT (RT codebase 3.4.5)
Windows Server 2003 with SP2
Apache/2.0.52 (Win32) mod_perl/2.0.2 Perl/v5.8.6 (all installed
automatically by WinRT installer)

Philip Epstein

The information transmitted in this electronic communication is intended only for the person or entity to whom it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this information in error, please contact the Compliance HelpLine at 800-856-1983 and properly dispose of this information.



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