Owner drop down list, ticket ownership changing

Hi,

Sorry if I’m asking stupid question and I presume this question has already
been asked, however I don’t even know how to compose my search to find the
answer.

The problem is if I have a group created… like sales or support, and I
assigned people to these groups. When I need to reassign the ticket to
somebody else, when I go to ticket and people, I can see under owner all
emails registered in the system. Is there any way to see only particular
emails or emails belonged to the group ?

Thank you very much for your help.

Regards,
TH

Thorvald,

Apparently, when you granted group rights to that Queue, you granted
"OwnTicket" to other groups as well. Or even worse, you granted "OwnTicket"
Globally to some group or role. To shorten that list, you need to be more
stringent on who can own tickets for that Queue. Check it out.

Kenn
LBNLOn Tue, Aug 31, 2010 at 3:00 AM, Thorvald Hallvardsson < thorvald.hallvardsson@gmail.com> wrote:

Hi,

Sorry if I’m asking stupid question and I presume this question has already
been asked, however I don’t even know how to compose my search to find the
answer.

The problem is if I have a group created… like sales or support, and I
assigned people to these groups. When I need to reassign the ticket to
somebody else, when I go to ticket and people, I can see under owner all
emails registered in the system. Is there any way to see only particular
emails or emails belonged to the group ?

Thank you very much for your help.

Regards,
TH

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

Thor,

You’re the one who determines that. You’re the one who grants rights to
groups. For a particular Queue, just grant the rights you want each group to
have in that Queue. If you’re interested, I have some documentation/guides
for setting privileges that I can pass along to you for environments where
you have basically two types of users; those that make requests and want to
know the status and those that support/do the work. Hope this helps.

Kenn
LBNLOn Tue, Aug 31, 2010 at 7:43 AM, Thorvald Hallvardsson < thorvald.hallvardsson@gmail.com> wrote:

Hi Kenn,

You got me! You were right. Own Ticket was set for everybody. I don’t know
why :). However I removed that and the list is shorter. Just for start I
have only one group. However I’m going to have more of those. Does that mean
if I will have few groups, on that list I will see only people from this
particular group ?

Thank for your answer.

Regards,
TH

On 31 August 2010 15:37, Kenneth Crocker kfcrocker@lbl.gov wrote:

Thorvald,

Apparently, when you granted group rights to that Queue, you granted
"OwnTicket" to other groups as well. Or even worse, you granted "OwnTicket"
Globally to some group or role. To shorten that list, you need to be more
stringent on who can own tickets for that Queue. Check it out.

Kenn
LBNL

On Tue, Aug 31, 2010 at 3:00 AM, Thorvald Hallvardsson < thorvald.hallvardsson@gmail.com> wrote:

Hi,

Sorry if I’m asking stupid question and I presume this question has
already been asked, however I don’t even know how to compose my search to
find the answer.

The problem is if I have a group created… like sales or support, and I
assigned people to these groups. When I need to reassign the ticket to
somebody else, when I go to ticket and people, I can see under owner all
emails registered in the system. Is there any way to see only particular
emails or emails belonged to the group ?

Thank you very much for your help.

Regards,
TH

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!