RT 3.6.3: Cannot chnage owner to another user

RT Users
1

Hi Everyone,

I have Super User and I cannot change the ownership of a ticket from one
person to another. I get an error “You can only take tickets that are
unowned” or “You can only reassign tickets that you own or that are
unowned”. This is definitely a different behavior than that of RT 3.4.4.

Any ideas on this one?

Nick

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com http://www.digitalglobe.com

2

Nick,

No, it is not. We use  3.4.4 and we have always had to take a ticket

before we could re-assign it.

Kenn Crocker
LBNL

Nick Metrowsky wrote:

3

With this diff, superusers can reassign tickets. It works for us.

— /opt/rt3/lib/RT/Ticket_Overlay.pm 2005-11-14 21:43:24.000000000
+0100
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-01-30
17:39:31.000000000 +0100
@@ -2959,6 +2959,7 @@
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 (!$self->CurrentUserHasRight('SuperUser')) #and is not

superuser
) { #and it’s not
us
return ( 0,
$self->loc(

Michael PeerFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Thursday, 01 February, 2007 23:25
To: RT Users
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.

Hi Everyone,

I have Super User and I cannot change the ownership of a ticket from one
person to another. I get an error “You can only take tickets that are
unowned” or “You can only reassign tickets that you own or that are
unowned”. This is definitely a different behavior than that of RT 3.4.4.

Any ideas on this one?

Nick

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com http://www.digitalglobe.com

4

Hi Michael,

Thank you for your useful patch. I hope this change makes it into future
releases of RT, as it would be logical for Super User to have the
ability to change ticket owners, especially if someone has left an
organization and the tickets have to be moved to someone else.

Nick

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com http://www.digitalglobe.comFrom: Peer Michael [mailto:Michael.Peer@eurac.edu]
Sent: Friday, February 02, 2007 12:54 AM
To: Nick Metrowsky; RT Users
Subject: RE: [rt-users] RT 3.6.3: Cannot chnage owner to another user.

With this diff, superusers can reassign tickets. It works for us.

— /opt/rt3/lib/RT/Ticket_Overlay.pm 2005-11-14 21:43:24.000000000
+0100
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-01-30
17:39:31.000000000 +0100
@@ -2959,6 +2959,7 @@
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 (!$self->CurrentUserHasRight('SuperUser')) #and is not

superuser
) { #and it’s not
us
return ( 0,
$self->loc(

Michael Peer

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Thursday, 01 February, 2007 23:25
To: RT Users
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.

Hi Everyone,

I have Super User and I cannot change the ownership of a ticket from one
person to another. I get an error “You can only take tickets that are
unowned” or “You can only reassign tickets that you own or that are
unowned”. This is definitely a different behavior than that of RT 3.4.4.

Any ideas on this one?

Nick

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com http://www.digitalglobe.com

5

Ooops

Cleaning up my copy or RT - still in test - I overzealously removed all
access to configuration management for root

How do I restore root privileges please?

There are no real users/tickets in the system, but equally I don’t want to
re-install everything!

Regards

John

6

Apologies: it’s in the book of course, 5.7.3. Recover SuperUser Privileges

7

Unless you do a lot of reassigning tickets, I think the two-step method
is fine. It works so I feel no need to fix it. However, if I did it all
day, I might seriously want to have the one-step method.

Kenn
LBNL

Nick Metrowsky wrote:

8

That diff isn’t quite what I got with RT 3.6.3 - Mine looks more like this:

— /opt/rt3/lib/RT/Ticket_Overlay.pm 2006-12-01 11:00:23.000000000 -0800
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-02-02
09:07:05.000000000 -0800
@@ -3016,7 +3016,8 @@

the current user

if ( $Type ne ‘Steal’ and $Type ne ‘Force’
and $OldOwnerObj->Id != $RT::Nobody->Id

  • and $OldOwnerObj->Id != $self->CurrentUser->Id )
  • and $OldOwnerObj->Id != $self->CurrentUser->Id
  • and !$self->CurrentUserHasRight(‘SuperUser’))
    {
    return ( 0, $self->loc(“You can only take tickets that are unowned”) )
    if $NewOwnerObj->id == $self->CurrentUser->id;

Judging from the date on your diff, you may have not updated your local
copy of Ticket_Overlay.pm when you updated RT. Either way, thanks for
the good idea.

Cheers,
Andrew Redman
aredman@education.ucsb.edu
Help Desk Consultant
Gevirtz Graduate School of Education
University of California Santa Barbara

Peer Michael wrote:

aredman.vcf (68 Bytes)

9

Would a bulk update with the Force check toggled work as well?

Kenneth Crocker wrote:

Unless you do a lot of reassigning tickets, I think the two-step
method is fine. It works so I feel no need to fix it. However, if I
did it all day, I might seriously want to have the one-step method.

Kenn
LBNL

Nick Metrowsky wrote:

Hi Michael,

Thank you for your useful patch. I hope this change makes it into
future releases of RT, as it would be logical for Super User to have
the ability to change ticket owners, especially if someone has left
an organization and the tickets have to be moved to someone else.

Nick

---------------------------------------------------------------------------------

Nick Metrowsky**

Consulting System Administrator**

303-684-4785 Office**

303-684-4100 Fax**

nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com**

DigitalGlobe �, An Imaging and Information Company

http://www.digitalglobe.com

---------------------------------------------------------------------------------

From: Peer Michael [mailto:Michael.Peer@eurac.edu]
Sent: Friday, February 02, 2007 12:54 AM
To: Nick Metrowsky; RT Users
Subject: RE: [rt-users] RT 3.6.3: Cannot chnage owner to another user.

With this diff, superusers can reassign tickets. It works for us.

— /opt/rt3/lib/RT/Ticket_Overlay.pm 2005-11-14 21:43:24.000000000
+0100
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-01-30
17:39:31.000000000 +0100
@@ -2959,6 +2959,7 @@
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 (!$self->CurrentUserHasRight('SuperUser')) #and is not

superuser
) { #and it’s
not us
return ( 0,
$self->loc(

Michael Peer

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Nick
Metrowsky
Sent: Thursday, 01 February, 2007 23:25
To: RT Users
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.

Hi Everyone,

I have Super User and I cannot change the ownership of a ticket from
one person to another. I get an error �You can only take tickets that
are unowned� or �You can only reassign tickets that you own or that
are unowned�. This is definitely a different behavior than that of RT
3.4.4.

Any ideas on this one?

Nick

---------------------------------------------------------------------------------

Nick Metrowsky**

Consulting System Administrator**

303-684-4785 Office**

303-684-4100 Fax**

nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com**

DigitalGlobe �, An Imaging and Information Company

http://www.digitalglobe.com

---------------------------------------------------------------------------------

The rt-users Archives

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Buy a copy at http://rtbook.bestpractical.com

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

10

Nick Metrowsky wrote:

Hi Michael,

Thank you for your useful patch. I hope this change makes it into future
releases of RT, as it would be logical for Super User to have the
ability to change ticket owners, especially if someone has left an
organization and the tickets have to be moved to someone else.

It would be even nicer to have a “Give” function. Users with appropriate
rights can already steal a ticket, assign nobody as the Owner, and then
reassign ownership to a different user. Combining these into a single
operation may be possible?

Taan

11

My diff is for rt-3.4.5

MichaelFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Andrew
Redman
Sent: Friday, 02 February, 2007 18:16
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT 3.6.3: Cannot chnage owner to another user.

That diff isn’t quite what I got with RT 3.6.3 - Mine looks more like
this:

— /opt/rt3/lib/RT/Ticket_Overlay.pm 2006-12-01 11:00:23.000000000
-0800
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-02-02
09:07:05.000000000 -0800
@@ -3016,7 +3016,8 @@

the current user

if ( $Type ne ‘Steal’ and $Type ne ‘Force’
and $OldOwnerObj->Id != $RT::Nobody->Id

  • and $OldOwnerObj->Id != $self->CurrentUser->Id )
  • and $OldOwnerObj->Id != $self->CurrentUser->Id and
  • !$self->CurrentUserHasRight(‘SuperUser’))
    {
    return ( 0, $self->loc(“You can only take tickets that are unowned”) )
    if $NewOwnerObj->id == $self->CurrentUser->id;

Judging from the date on your diff, you may have not updated your local
copy of Ticket_Overlay.pm when you updated RT. Either way, thanks for
the good idea.

Cheers,
Andrew Redman
aredman@education.ucsb.edu
Help Desk Consultant
Gevirtz Graduate School of Education
University of California Santa Barbara

Peer Michael wrote:

With this diff, superusers can reassign tickets. It works for us.
— /opt/rt3/lib/RT/Ticket_Overlay.pm 2005-11-14 21:43:24.000000000
+0100
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-01-30
17:39:31.000000000 +0100
@@ -2959,6 +2959,7 @@
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 (!$self->CurrentUserHasRight(‘SuperUser’)) #and is not superuser
    ) { #and it’s not us
    return ( 0,
    $self->loc(
    Michael Peer

–
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Nick
Metrowsky
Sent: Thursday, 01 February, 2007 23:25
To: RT Users
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.

Hi Everyone,

I have Super User and I cannot change the ownership of a ticket from
one person to another. I get an error “You can only take tickets that
are unowned” or “You can only reassign tickets that you own or that
are unowned”. This is definitely a different behavior than that of RT
3.4.4.

Any ideas on this one?

Nick

---------------------------------------------------------------------
------------

Nick Metrowsky**

Consulting System Administrator**

303-684-4785 Office**

303-684-4100 Fax**

nmetrowsky@digitalglobe.com mailto:nmetrowsky@digitalglobe.com**

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com

---------------------------------------------------------------------
------------

–

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