Re-assign tickets

I’ve noticed that I can “steal” a ticket using the “Actions”->“Steal”
dropdown on the ticket display, however I can’t steal if by changing the
“Owner” dropdown on the Basics page. When I attempt to, I get a message
“You can only take tickets that are unowned”. Is this intentional, or an
oversight?

Also, is there some privilege that would allow me to re-assign a ticket
from one person to another? As a work-around, I can steal it and assign
it, but I’d like to do it in one step.

http://www.linkedin.com/in/paultomblin

I dealt with this in one install by commenting out (in 4.0.6) lines
2924 through 2935. I do notice that there’s something about “Force” in
that if statement, but it seems force is an internal thing to allow
automated processes to override the check.

-MattOn Wed, Sep 19, 2012 at 2:17 PM, Paul Tomblin ptomblin@xcski.com wrote:

I’ve noticed that I can “steal” a ticket using the “Actions”->“Steal”
dropdown on the ticket display, however I can’t steal if by changing the
“Owner” dropdown on the Basics page. When I attempt to, I get a message
“You can only take tickets that are unowned”. Is this intentional, or an
oversight?

Also, is there some privilege that would allow me to re-assign a ticket from
one person to another? As a work-around, I can steal it and assign it, but
I’d like to do it in one step.


http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin


Final RT training for 2012 in Atlanta, GA - October 23 & 24
Training — Best Practical Solutions

We’re hiring! http://bestpractical.com/jobs

Errr, and I mean lines 2924 through 2935 in lib/RT/Ticket.pm

-MattOn Wed, Sep 19, 2012 at 2:25 PM, Matt Brennan brennanma@gmail.com wrote:

I dealt with this in one install by commenting out (in 4.0.6) lines
2924 through 2935. I do notice that there’s something about “Force” in
that if statement, but it seems force is an internal thing to allow
automated processes to override the check.

-Matt

On Wed, Sep 19, 2012 at 2:17 PM, Paul Tomblin ptomblin@xcski.com wrote:

I’ve noticed that I can “steal” a ticket using the “Actions”->“Steal”
dropdown on the ticket display, however I can’t steal if by changing the
“Owner” dropdown on the Basics page. When I attempt to, I get a message
“You can only take tickets that are unowned”. Is this intentional, or an
oversight?

Also, is there some privilege that would allow me to re-assign a ticket from
one person to another? As a work-around, I can steal it and assign it, but
I’d like to do it in one step.


http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin


Final RT training for 2012 in Atlanta, GA - October 23 & 24
Training — Best Practical Solutions

We’re hiring! http://bestpractical.com/jobs

2924 through 2935. I do notice that there’s something about “Force” in
that if statement, but it seems force is an internal thing to allow
automated processes to override the check.

Oh, it looks like I can do it programmatically using
$ticket->SetOwner(‘other_guy’, ‘Force’). Now I just have to figure out how
to expose that on the UI. And it looks like that’s the reason you can’t
Steal from the Basic screen - because they want to enforce the difference
between Take and Steal using that argument.

http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin