Right now our configuration limits who can own tickets in each queue.
It used to be a flatter configuration in which anyone could own a
ticket in any queue. This was cumbersome for more than one reason. It
meant every user was listed in the drop down for every queue. It also
made tracking work difficult because anyone could take a ticket from
you while actually doing work or provide conflicting information.
Knowing this, when someone moves a ticket to a queue which they don’t
have StealTicket or TakeTicket (which implies OwnTicket) rights on it
is automatically assigned to Nobody, which makes sense.
This leads to a minor concern with my bosses, though. They don’t like
that if they want to assign a ticket to a specific user when moving
between queues that they have to perform two operations: move the
ticket then wait for the user list to refresh with the new, authorized
users and then assign the ticket. They want this to be a single action
event: Tell RT which queue to send the ticket to and to whom it should
be assigned when it’s moved. This also makes sense. But, as stated,
one has to wait for the list to be populated with the actual users
that can own the ticket in the new queue before assigning it to them.
My proposed solution which I’d like some input on (or other possible
solutions that users have found to work) is to create a custom field
with every privileged user. One would select the user to whom the
ticket will be assigned and then a scrip will evaluate the field and
make the assignment. If someone selects a user that doesn’t have
permission to own a ticket in the destination queue it would
presumably default to Nobody. Ideally, the field would be able to be
populated with existing users each time the page is written
eliminating the need to manually update it whenever a new user is
created or an old one is eliminated, but that’s secondary to the
problem at hand.
So, what say the masses? Is this a viable solution or has anyone come
up with something a bit more elegant?