Missing take, untake, steal, give


#1

Hello all,

I am trying to modify a request as an administrator. Namely, I wish to
re-assign it to a new owner who is not me. I click on the link ‘owner’ to
change it with the give to button. It says I can’t unless i steal it
first. It makes sense, since I’m not the current owner. However, I’ve
yet to find “take” link.

According to the user manual, I’m supposed to be able to click on links to
take, untake steal or give, somwhere near the comment/reply/resolv links
at the top and bottom of the ticket.

I don’t have these links. All I have are comment, reply, resolve/open.
This is true for any user I log in as including root.

Could it be something in my config.pm that I’m leaving out?

For now, I’ve been asking the current owner to voluntarily give his/her
job away since I can’t ‘take’ it as administrator or root.

Thank you for your help,
AC
HCC Academic Computing


#2

Hello,

I understand “take” can be done with a request which does not have an
owner and “steal” can be done with a request which has an owner.

This sequence can be accomplished via clicking ‘owner’.

So, in the case you described, I believe you should first “steal” and
"give".

Regards,
KazuOn Wed, 14 Feb 2001 18:20:41 -1000 criz@hcc.hawaii.edu wrote:

Hello all,

I am trying to modify a request as an administrator. Namely, I wish to
re-assign it to a new owner who is not me. I click on the link ‘owner’ to
change it with the give to button. It says I can’t unless i steal it
first. It makes sense, since I’m not the current owner. However, I’ve
yet to find “take” link.

According to the user manual, I’m supposed to be able to click on links to
take, untake steal or give, somwhere near the comment/reply/resolv links
at the top and bottom of the ticket.

I don’t have these links. All I have are comment, reply, resolve/open.
This is true for any user I log in as including root.

Could it be something in my config.pm that I’m leaving out?

For now, I’ve been asking the current owner to voluntarily give his/her
job away since I can’t ‘take’ it as administrator or root.

Thank you for your help,
AC
HCC Academic Computing


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#3

Hello all,

I am trying to modify a request as an administrator. Namely, I wish to
re-assign it to a new owner who is not me. I click on the link ‘owner’ to
change it with the give to button. It says I can’t unless i steal it
first. It makes sense, since I’m not the current owner. However, I’ve
yet to find “take” link.

When a request has an owner, the “Take” link will no longer appear as there
needs to be some safeguard against someone blindly stealing a request from
another user. So, to steal a request, what you need to do is open the
request and click on the Owner field. This will bring up the standard drop
down list with all the users in that queue. You need to first steal the
request by assigning it to yourself. This will prompt a confirmation
message from the system basically saying “Request xxx is owned by yyy are
you sure you want to steal it?” and you will have 2 choices: steal it or
cancel. Once you steal it, you can then follow the same procedure to assign
it to someone else (since you now own it, it’s OK from the program’s stand
point to reassign it to someone else).

Hope this makes sense.


#4

[snip]

You need to first steal the request by assigning it to yourself.

[snip]

Once you steal it, you can then follow the same procedure to assign
it to someone else (since you now own it, it’s OK from the
program’s stand point to reassign it to someone else).

This procedure makes sense for a “Manipulate” user. But as a queue “Admin”,
not RT Admin, this could be a one step process.

It actually looks like it should be working that way, as the "Steal #xx"
button appears if you are assigning PersonA’s ticket to PersonC. But you
get an error message and need to do the two step thang.

Regards
Virgil
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