Severity escalation

Hey all,

I’m looking for some ‘for dummies’ instructions on how to make RT (I’m
running version 3.6.3) escalate ticket severities over time. We only have 3
severities, 1 being the highest and 2 being the lowest. I’d like RT to
upgrade a severity one level if a report hasn’t been resolved for a week,
unless it is already a sev 1. Forgive me, I’m new to RT and am a linux
newbie and I don’t know a whole lot about any of this stuff. Any help would
be appreciated. Thanks!

-Brandi Love

Hi,

I have the following group rights for a queue without the “TakeTicket” right, but somehow the user still has permission to take tickets under that queue.

CommentOnTicket
CreateTicket
DeleteTicket
ModifyQueueWatchers
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowTemplate
ShowTicket
ShowTicketComments
Watch

Is it a know bug or a misconfiguration?

Can someone help?

Thanks,
Yen-Nhi

Hi,

I have the following group rights for a queue without the “TakeTicket” right, but somehow the user still has permission to take tickets under that queue.

ModifyTicket

Is it a know bug or a misconfiguration?

ModifyTicket grants TakeTicket implicitly.

Hi Jesse,

Thank You for your answer.

I would like the user to not have permission to take tickets but to be assigned tickets to work on.

Do you know what permissions I should grant then?

Thanks,
Yen-NhiFrom: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Friday, February 23, 2007 11:00
To: Yen-Nhi Vo (QA/EMC)
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Right “TakeTicket” does not work

Hi,

I have the following group rights for a queue without the “TakeTicket” right, but somehow the user still has permission to take tickets under that queue.

ModifyTicket

Is it a know bug or a misconfiguration?

ModifyTicket grants TakeTicket implicitly.

Can someone help?

Thanks,
Yen-Nhi


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