This might have been asked already, but I am not finding it in the
archives.
When updating a ticket a user has the ability to assign the ticket to
any privileged user in the system. Is there a way to change this
behavior?
As an example I have a queues called Foo-Queue and Bar-Queue. I have a
users named Foo-Tech and Bar-Tech. I also have a user named BOFH.
Foo-Tech only has rights in Foo-Queue and Bar-Tech only has rights in
Bar-Queue, BOFH has rights in both. When Foo-Tech is working a ticket I
want him to be able to escalate it only to other users that have rights
in his queue. So he would be able to assign the ticket to BOFH but not
Bar-Tech.
There doesn’t appear to be an easy way to make this happen, but it would
simplify my life if it is possible.
Thank you.
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Doug Lawson wrote:
When updating a ticket a user has the ability to assign the ticket to
any privileged user in the system. Is there a way to change this
behavior?
Grant the OwnTicket right only to those you wish to be able to
Own Tickets in each queue.
�|� Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.
Thanks, after looking into it a bit more it seems that user Bar-Tech had
been given user rights in the global configuration and all of the other
right I use are done by group at the queue level. Once I corrected that
everything started working the way it should.
I thought that it was kind of a braindead way for a ticket system to
work, when all along it was a dumb error on my part.From: Phil Homewood [mailto:pdh@bestpractical.com]
Sent: Wednesday, February 19, 2003 2:34 PM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] Limiting user assignment by queue.
Doug Lawson wrote:
When updating a ticket a user has the ability to assign the ticket to
any privileged user in the system. Is there a way to change this
behavior?
Grant the OwnTicket right only to those you wish to be able to Own
Tickets in each queue.
|< Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.
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