KILL permission question

RT Users
1

hi all !

I have installed RT at our ISP 2 weeks ago …
pple have been evaluating it …
yesterday the management have accepted to put it in production
we will now use it for both

  • problem ticket tracking ( one queue)
  • change control ( as one queue and one area per type of service:
    mail/radius…)
  • DNS change ( one queue , and one area per domain we host)

so congratulation to the dev. team … I am really looking forward to
RT2.x

I have a question:

I know there are 4 kind of rights: no access / display / manipulate /
admin…

I am surprised to see that someone with manipulate right can KILL a
Ticket ???
is this a bug ? an error in my installation ?
if I assign a problem to my colleague, I don’t want HIM to be able to
KILL it …
it should be possible only by an Admin right ?
he should be able to reply/comment but not KILL …

am I doing something wrong ?

thanks for your help/comments

Fabrice Laborie
SBM-ISP

2

I am surprised to see that someone with manipulate right can KILL a
Ticket ???

I’ve configured it here so that “kill” only marks the request status as
“dead”. Then it should be a fairly harmless operation. Only those with
SQL access to the DB can actually KILL a request.

My sub kill (lib/rt/database/amanipulate.pm) looks like this:

sub kill {
my ($in_serial_num, $in_current_user) = @_;
my ($transaction_count, $transaction_num);
if (!(&can_manipulate_request($in_serial_num,$in_current_user))) {
return (0,“You don’t have permission to modify request #$in_serial_num”)
;
}
($transaction_count)=&transaction_history_in($in_serial_num,$in_current_user);

$transaction_num=&update_request($in_serial_num,'status','dead',$in_current_

user);
return ($transaction_num,“Request #$in_serial_num has been killed.”);
}

Eventually you can give only admin kill rights by changing the
“can_manipulate_request” to “can_admin_queue”

tobix@fsck.com

3

That’s by design. If your staff are killing tickets that they shouldn’t be,
then you have a policy problem.

jOn Fri, May 12, 2000 at 01:45:41PM +0300, Fabrice Laborie wrote:

hi all !

I have installed RT at our ISP 2 weeks ago …
pple have been evaluating it …
yesterday the management have accepted to put it in production
we will now use it for both

  • problem ticket tracking ( one queue)
  • change control ( as one queue and one area per type of service:
    mail/radius…)
  • DNS change ( one queue , and one area per domain we host)

so congratulation to the dev. team … I am really looking forward to
RT2.x

I have a question:

I know there are 4 kind of rights: no access / display / manipulate /
admin…

I am surprised to see that someone with manipulate right can KILL a
Ticket ???
is this a bug ? an error in my installation ?
if I assign a problem to my colleague, I don’t want HIM to be able to
KILL it …
it should be possible only by an Admin right ?
he should be able to reply/comment but not KILL …

am I doing something wrong ?

thanks for your help/comments

Fabrice Laborie
SBM-ISP

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

jesse reed vincent – jrvincent@wesleyan.edu – jesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
sage will enter into a period of
indentured servitude which will last for a period of time no less than seven
years.