Linking tickets across queues

Our rights scheme is designed such that each queue has a group associated with
it. Users have the Create Ticket right in all other queues so as to be able to
move tickets around but they can’t own or modify tickets in other queues. This
has led to a question from my manager regarding linking tickets.

It seems that without being able to modify a ticket outside of adding comments,
a person cannot link two tickets in different queues. Is there a way around
this without adding the ModifyTicket right to all groups and all queues?

Mathew
Keep up with me and what I’m up to: http://theillien.blogspot.com

Set StrictLinkACL to 0 in RT_SiteConfig.pm

When this feature is enabled an user need ModifyTicket right on both

tickets to link them together, otherwise he can have right on any of

two.

Set($StrictLinkACL, 1);On 2/19/08, Mathew Snyder mathew.snyder@gmail.com wrote:

Our rights scheme is designed such that each queue has a group associated with
it. Users have the Create Ticket right in all other queues so as to be able to
move tickets around but they can’t own or modify tickets in other queues. This
has led to a question from my manager regarding linking tickets.

It seems that without being able to modify a ticket outside of adding comments,
a person cannot link two tickets in different queues. Is there a way around
this without adding the ModifyTicket right to all groups and all queues?

Mathew

Keep up with me and what I’m up to: http://theillien.blogspot.com


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Sweet, thanks to Ruslan and Todd. Looks like the perfect solution

Mathew

Todd Chapman wrote:

Set StrictLinkACL to 0 in RT_SiteConfig.pm

When this feature is enabled an user need ModifyTicket right on both

tickets to link them together, otherwise he can have right on any of

two.

Set($StrictLinkACL, 1);

Our rights scheme is designed such that each queue has a group associated with
it. Users have the Create Ticket right in all other queues so as to be able to
move tickets around but they can’t own or modify tickets in other queues. This
has led to a question from my manager regarding linking tickets.

It seems that without being able to modify a ticket outside of adding comments,
a person cannot link two tickets in different queues. Is there a way around
this without adding the ModifyTicket right to all groups and all queues?

Mathew

Keep up with me and what I’m up to: http://theillien.blogspot.com


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

Keep up with me and what I’m up to: http://theillien.blogspot.com

Mathew,

Have you tried the "DependsOn" or "RefersTo" links? I use them and they 

work great. When I “Display” any ticket with these links, the ticket
number, subject, and ticket status shows up in the links section for the
current ticket. It does not matter what queue the “linked” tickets are
in. I also have a query that reports all tickets in X queues that have
any Parent/Child, DependsOn/DependedOnBy, and RefersTo/ReferredToBy
links as well as the due dates for any of those tickets, who owns them,
what queue they are in, etc. I don’t have to modify any RT base code to
do this {makes maintenence easier when doing upgrades :-)}. Hope this helps.

Kenn
LBNLOn 2/19/2008 9:24 AM, Mathew Snyder wrote:

Our rights scheme is designed such that each queue has a group associated with
it. Users have the Create Ticket right in all other queues so as to be able to
move tickets around but they can’t own or modify tickets in other queues. This
has led to a question from my manager regarding linking tickets.

It seems that without being able to modify a ticket outside of adding comments,
a person cannot link two tickets in different queues. Is there a way around
this without adding the ModifyTicket right to all groups and all queues?

Mathew