Reassigning Tickets

It seems to me that, as the RT Admin with SuperUser rights, I should be able to
give tickets which I don’t own to someone else. Instead, I have to steal the
ticket and then reassign it. Is there a workaround for this? It seems like a
bit of unnecessary work for someone that has admin rights.

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

Mathew;
Where I am anyone can assign to anyone , for that I commented out the
following lines in Ticket_Overlay.pm

#if ( ( $Type ne ‘Steal’ )
# and ( $Type ne ‘Force’ )
# and #If we’re not stealing
# ( $self->OwnerObj->Id != $RT::Nobody->Id ) and #and the
owner is set
# ( $self->CurrentUser->Id ne $self->OwnerObj->Id() )
# ) { #and it’s not us
# return ( 0, $self->loc(“You can only take tickets that are
unowned”) )
# if $NewOwnerObj->id == $self->CurrentUser->id;
# return (
# 0,
# $self->loc(“You can only reassign tickets that you own or
that are unowned” )
# );
#}
## End Change

You probably need to modify it rather than comment it out , I am just
pointing out where to look.
Regards;
Roy

Mathew Snyder wrote:

At Thursday 9/6/2007 10:01 AM, Mathew Snyder wrote:

It seems to me that, as the RT Admin with SuperUser rights, I should
be able to
give tickets which I don’t own to someone else. Instead, I have to steal the
ticket and then reassign it. Is there a workaround for this? It seems like a
bit of unnecessary work for someone that has admin rights.

Mathew,

I think the only workaround is to modify the code - we did this so
that queue admins (& super users) could switch ownership in one step.
I can dig out the code change if you’re interested.

Steve

Stephen Turner wrote:

At Thursday 9/6/2007 10:01 AM, Mathew Snyder wrote:

It seems to me that, as the RT Admin with SuperUser rights, I should
be able to
give tickets which I don’t own to someone else. Instead, I have to
steal the
ticket and then reassign it. Is there a workaround for this? It
seems like a
bit of unnecessary work for someone that has admin rights.

Mathew,

I think the only workaround is to modify the code - we did this so that
queue admins (& super users) could switch ownership in one step. I can
dig out the code change if you’re interested.

Steve

I am definitely interested. Thank you.

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

At Thursday 9/6/2007 10:26 AM, Mathew Snyder wrote:

Stephen Turner wrote:

At Thursday 9/6/2007 10:01 AM, Mathew Snyder wrote:

It seems to me that, as the RT Admin with SuperUser rights, I should
be able to
give tickets which I don’t own to someone else. Instead, I have to
steal the
ticket and then reassign it. Is there a workaround for this? It
seems like a
bit of unnecessary work for someone that has admin rights.

Mathew,

I think the only workaround is to modify the code - we did this so that
queue admins (& super users) could switch ownership in one step. I can
dig out the code change if you’re interested.

Steve

I am definitely interested. Thank you.

Mathew

Mathew,

Here’s the relevant piece of code from Ticket_Overlay.pm, from the
SetOwner sub - bear in mind this is version 3.4.2. Looking at the
code I realize it doesn’t explicitly allow super users to do this -
they may implicitly have AdminQueue rights for all queues, I’m not sure.

Steve

 #If thie ticket has an owner and it's not the current user

 if (    ( $Type ne 'Steal' )
     and ( $Type ne 'Force' )
     and    #If we're not stealing
     ( $self->OwnerObj->Id != $RT::Nobody->Id ) and    #and the 

owner is set
( $self->CurrentUser->Id ne $self->OwnerObj->Id() ) #and it’s not us

BEGIN MIT ADDITION

We now allow queue administrators to reassign tickets even if they’re

not the owner:

     and (! $self->CurrentUser->HasRight(Right => 'AdminQueue',
                                         Object => $self->QueueObj ) )

END MIT ADDITION

   ) {
     return ( 0,
              $self->loc(

“You can only reassign tickets that you own or that are unowned” ) );
}