Ticket Escalations

Hi all,

My question I believe revolves mainly around permissions. Please read
the described scenario below and if anyone has any suggestions, PLEASE
send them my way.

I have Queue A (QA) and Queue B (QB). A ticket is created in QA. A
staff member does what he can with the ticket and decides it is past his
area of expertise. He now needs to escalate the ticket to QB. The user
has modify privileges on the ticket because he owns it. When changing
the Queue, he is removed as the owner (untaken) because he does have
create permissions on QB, but not own permissions. Once he untakes the
ticket, permission denied is encountered because he is trying to change
the queue but does not own the ticket and the ticket remains in the same
queue.

I am basing the permissions on the wiki description of suggested
permissions http://wiki.bestpractical.com/index.cgi?PrivilegedUsers
…all of which work VERY well. The purpose of using these permissions
is essentially to prevent a user from acting on a ticket before owning
it. The only users who have modify permissions are the owners.

Best,
->Anthony

Anthony Meo
Partner Integration Engineer
BT Conferencing, Inc.
25 Braintree Hill Park, Suite 200
Braintree, MA 02184____________
§ 617.801.6636 © 617.429.9356
(f ) 617.801.6604
anthony.meo@btci.com
http://www.btconferencing.com/

At Wednesday 8/17/2005 11:40 AM, anthony.meo@bt.com wrote:

Content-class: urn:content-classes:message
Content-Type: multipart/alternative;
boundary="----_=_NextPart_001_01C5A342.008F2D1D"

Hi all,

My question I believe revolves mainly around permissions. Please read the
described scenario below and if anyone has any suggestions, PLEASE send
them my way.

I have Queue A (QA) and Queue B (QB). A ticket is created in QA. A staff
member does what he can with the ticket and decides it is past his area of
expertise. He now needs to escalate the ticket to QB. The user has
modify privileges on the ticket because he owns it. When changing the
Queue, he is removed as the owner (untaken) because he does have create
permissions on QB, but not own permissions.
Once he untakes the ticket, permission denied is encountered because he
is trying to change the queue but does not own the ticket and the ticket
remains in the same queue.

How is his ownership revoked? It’s not clear if this is automatic (through
a scrip) or if he does this manually before changing the queue.

If it’s the latter, try creating a scrip on QB which looks for tickets
having their queue changed from QA and sets owner to nobody.

Also, it’s important to know that the ticket is not being created in QB
here - it’s being modified. So create permissions on QB don’t apply.

Let us know how it works out…
Steve

Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)

Ownership is being revoked by RT Core libraries.

Best,
->Anthony

Anthony Meo
Partner Integration Engineer
BT Conferencing, Inc.
25 Braintree Hill Park, Suite 200
Braintree, MA 02184
§ 617.801.6636
© 617.429.9356
(f ) 617.801.6604
anthony.meo@btci.com
www.btconferencing.comFrom: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: Wednesday, August 17, 2005 12:00 PM
To: Meo,A,Anthony,MND62B R; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Ticket Escalations

At Wednesday 8/17/2005 11:40 AM, anthony.meo@bt.com wrote:

Content-class: urn:content-classes:message
Content-Type: multipart/alternative;
boundary="----_=_NextPart_001_01C5A342.008F2D1D"

Hi all,

My question I believe revolves mainly around permissions. Please read
the
described scenario below and if anyone has any suggestions, PLEASE send

them my way.

I have Queue A (QA) and Queue B (QB). A ticket is created in QA. A
staff
member does what he can with the ticket and decides it is past his area
of
expertise. He now needs to escalate the ticket to QB. The user has
modify privileges on the ticket because he owns it. When changing the
Queue, he is removed as the owner (untaken) because he does have create

permissions on QB, but not own permissions.
Once he untakes the ticket, permission denied is encountered because
he
is trying to change the queue but does not own the ticket and the
ticket
remains in the same queue.

How is his ownership revoked? It’s not clear if this is automatic
(through
a scrip) or if he does this manually before changing the queue.

If it’s the latter, try creating a scrip on QB which looks for tickets
having their queue changed from QA and sets owner to nobody.

Also, it’s important to know that the ticket is not being created in QB
here - it’s being modified. So create permissions on QB don’t apply.

Let us know how it works out…
Steve

Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)

Ownership is being revoked by RT Core libraries … which we want it to
do, but then the ticket cannot be moved be cause the user performing the
action is not in the owner group and therefore does not have modify
privileges, only own, reply, comment, showticket, seequeue, steal, take

Best,
->Anthony

Anthony Meo
Partner Integration Engineer
BT Conferencing, Inc.
25 Braintree Hill Park, Suite 200
Braintree, MA 02184
§ 617.801.6636
© 617.429.9356
(f ) 617.801.6604
anthony.meo@btci.com
www.btconferencing.comFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
anthony.meo@bt.com
Sent: Wednesday, August 17, 2005 12:48 PM
To: sturner@MIT.EDU; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Ticket Escalations

Ownership is being revoked by RT Core libraries.

Best,
->Anthony

Anthony Meo
Partner Integration Engineer
BT Conferencing, Inc.
25 Braintree Hill Park, Suite 200
Braintree, MA 02184
§ 617.801.6636
© 617.429.9356
(f ) 617.801.6604
anthony.meo@btci.com
www.btconferencing.com

From: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: Wednesday, August 17, 2005 12:00 PM
To: Meo,A,Anthony,MND62B R; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Ticket Escalations

At Wednesday 8/17/2005 11:40 AM, anthony.meo@bt.com wrote:

Content-class: urn:content-classes:message
Content-Type: multipart/alternative;
boundary="----_=_NextPart_001_01C5A342.008F2D1D"

Hi all,

My question I believe revolves mainly around permissions. Please read
the
described scenario below and if anyone has any suggestions, PLEASE send

them my way.

I have Queue A (QA) and Queue B (QB). A ticket is created in QA. A
staff
member does what he can with the ticket and decides it is past his area
of
expertise. He now needs to escalate the ticket to QB. The user has
modify privileges on the ticket because he owns it. When changing the
Queue, he is removed as the owner (untaken) because he does have create

permissions on QB, but not own permissions.
Once he untakes the ticket, permission denied is encountered because
he
is trying to change the queue but does not own the ticket and the
ticket
remains in the same queue.

How is his ownership revoked? It’s not clear if this is automatic
(through
a scrip) or if he does this manually before changing the queue.

If it’s the latter, try creating a scrip on QB which looks for tickets
having their queue changed from QA and sets owner to nobody.

Also, it’s important to know that the ticket is not being created in QB
here - it’s being modified. So create permissions on QB don’t apply.

Let us know how it works out…
Steve

Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com