Superuser right to reassign tickets

RT Users
1

I thought I saw a week or two ago a post about the superuser in an
rt3.4.1 installation not being able to reassign tickets that were owned
by someone else. Now I have that problem and google and can’t find it.
How do I make it so superusers can reassign tickets without taking
ownership of them first. Is there a scrip that I am missing?

Vicki

2

Vicki Stanfield wrote:

I thought I saw a week or two ago a post about the superuser in an
rt3.4.1 installation not being able to reassign tickets that were owned
by someone else. Now I have that problem and google and can’t find it.
How do I make it so superusers can reassign tickets without taking
ownership of them first. Is there a scrip that I am missing?

You can use:
$TicketObj->SetOwner( $new_owner, ‘Force’ );
or
$TicketObj->SetOwner( $new_owner, ‘Steal’ );

Difference between this variants is type of transaction that would be
writen.

Regards, Ruslan.

3

Vicki Stanfield wrote:

Ruslan U. Zakirov wrote:

Vicki Stanfield wrote:

I thought I saw a week or two ago a post about the superuser in an
rt3.4.1 installation not being able to reassign tickets that were
owned by someone else. Now I have that problem and google and can’t
find it. How do I make it so superusers can reassign tickets without
taking ownership of them first. Is there a scrip that I am missing?

You can use:
$TicketObj->SetOwner( $new_owner, ‘Force’ );
or
$TicketObj->SetOwner( $new_owner, ‘Steal’ );

Difference between this variants is type of transaction that would be
writen.

–
Regards, Ruslan.

I am rather new to RT, are these lines to be put in a scrip file somewhere?
Yes, this code is for changing owner from scrips.
AFAIK, if you want to do same from WebUI then you can use Jumbo page
that has force checkbox.

4

Ruslan U. Zakirov wrote:

Vicki Stanfield wrote:

I thought I saw a week or two ago a post about the superuser in an
rt3.4.1 installation not being able to reassign tickets that were
owned by someone else. Now I have that problem and google and can’t
find it. How do I make it so superusers can reassign tickets without
taking ownership of them first. Is there a scrip that I am missing?

You can use:
$TicketObj->SetOwner( $new_owner, ‘Force’ );
or
$TicketObj->SetOwner( $new_owner, ‘Steal’ );

Difference between this variants is type of transaction that would be
writen.

–
Regards, Ruslan.

I really don’t understand where to do this. Am I creating a new scrip? I
am still very much in learning mode with regard to RT. Can someone point
me to a doc which details how to set this up?

Vicki