Remove right to reassign ticket?

RT Users
1

Is there a way to remove the right to assign tickets to others but still
allow privileged users to update and own tickets? I didn’t see a way to
do this. If not, is there a good work around?

The issue is that we don’t want people to be assigned a ticket and to be
able to reassign it to someone else (that would be up to the manager or
lead).

Thanks!

Jen

2

jennyw wrote:

Is there a way to remove the right to assign tickets to others but still
allow privileged users to update and own tickets? I didn’t see a way to
do this. If not, is there a good work around?

Revoking ModifyTicket for those users might do what you want,
but it might also stop them doing other useful things, depending
on what you need them to do.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

3

Revoking ModifyTicket for those users might do what you want,
but it might also stop them doing other useful things, depending
on what you need them to do.

Unfortunately, that means they cannot take tickets (even if they are
assigned to nobody). Interestingly, they can reply to tickets without
problem, which I find strange. Any other ideas?

Thanks!

Jen

4

jennyw wrote:

Revoking ModifyTicket for those users might do what you want,

Unfortunately, that means they cannot take tickets (even if they are
assigned to nobody).

Correct. I believe someone is working on patches to add a
StealTicket and TakeTicket right at the moment. Stay tuned!

Interestingly, they can reply to tickets without
problem, which I find strange.

Not strange, just a result of having ReplyToTicket and
CommentOnTicket rights as well. :slight_smile:
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

5

Unfortunately, that means they cannot take tickets (even if they are
assigned to nobody). Interestingly, they can reply to tickets without
problem, which I find strange. Any other ideas?

There is only a single right that protects the ticket data, therefore
you can’t do this with the current right system.

On the other hand there might be more complex schemes like “a ticket
may be passed 3 times to another owner” or “a ticket may not bounce
between two users”. These schemes cannot be implemented by the rights
system but they could be using Scrips.

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