Resolve ticket option not available to RT user

RT Users
1

Greetings,

One of our RT user accounts does not have the option to resolve tickets
available in one specific queue, even tough we did put the account in the a
group that other users belong and they don’t have this limitation in the
queue. Which permissions we should verify to make this user account (or
group) to have the permission to resolve tickets?

Thanks in advance

2

Alex,

Two things, one is that the user must be a member in the group that has

the required rights to that queue, the second is the “ModifyTicket”
right must be given to that group for that queue. I assume they already
have “SeeQueue”, “OwnTicket”, etc. Hope this helps.

Kenn
LBNLOn 10/31/2008 11:07 AM, Alex Moura wrote:

Greetings,

One of our RT user accounts does not have the option to resolve tickets
available in one specific queue, even tough we did put the account in
the a group that other users belong and they don’t have this limitation
in the queue. Which permissions we should verify to make this user
account (or group) to have the permission to resolve tickets?

Thanks in advance

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3

Alex,

   Two things, one is that the user must be a member in the group that

has the required rights to that queue, the second is the “ModifyTicket”
right must be given to that group for that queue. I assume they already have
“SeeQueue”, “OwnTicket”, etc. Hope this helps.

Thanks Kenn,

Yes, the user can see the queue and update tickets. It only cannot resolve
tickets.

I’ve confirmed that RT says the user account is a member of the group that
has rights to the queue. I just made a test including a test account in the
same group, with same results: the “resolve ticket” option does not show up.

The “group rights for queue” page says that the group the user belongs has
these rights:

AssignCustomFields
CommentOnTicket
CreateTicket
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowScrips
ShowTemplate
ShowTicket
ShowTicketComments

I thought the permissions above would be enough…

Would it be that the user account itself need to have the ModifyTicket
permission?

4

Alex,

No, the USer Does not need any rights assigned if they are already in a

group with the correct rights. From your list, the correct rights has
been granted, so there must be something else wrong. What is the error
message you get?

Kenn
LBNLOn 10/31/2008 12:46 PM, Alex Moura wrote:

On 2008/10/31 Kenneth Crocker <KFCrocker@lbl.gov mailto:KFCrocker@lbl.gov> wrote:

Alex,

       Two things, one is that the user must be a member in the
group that has the required rights to that queue, the second is the
"ModifyTicket" right must be given to that group for that queue. I
assume they already have "SeeQueue", "OwnTicket", etc. Hope this helps.

Thanks Kenn,

Yes, the user can see the queue and update tickets. It only cannot
resolve tickets.

I’ve confirmed that RT says the user account is a member of the group
that has rights to the queue. I just made a test including a test
account in the same group, with same results: the “resolve ticket”
option does not show up.

The “group rights for queue” page says that the group the user belongs
has these rights:

AssignCustomFields
CommentOnTicket
CreateTicket
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowScrips
ShowTemplate
ShowTicket
ShowTicketComments

I thought the permissions above would be enough…

Would it be that the user account itself need to have the ModifyTicket
permission?

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

5

Had this same problem, just adding on in case anyone else reads this … When a ticket was stalled for me, I did not have resolved in the drop down options, but when I changed the ticket to open, I then had the option for resolve. Must’ve been that the option I was on does not allow changing directly to resolved.

6

Hi Rosalind

Might be worth checking the setup of the Queue Lifecycle. The ability to transition between statuses is defined in there, as part of the site config. Customizing/Lifecycles - RT 4.4.4 Documentation - Best Practical

1 Like