Ticket with a new queue but requestor still from old queue/group

Has anyone run into a problem where you have a ticket that has been
assigned to a queue (Queue A) and then given

To an owner who belongs to that group/queue. After some time, the
ticket is then moved to a different queue (Queue B)

But for some reason the owner is the same person from the first queue
(Queue A) even though they do not belong to the

New queue/group (Queue B)? Seems to me like the ticket should change to
Nobody as owner. Maybe this is permission

Issue that I have set up different for one queue/group as this issue
just recently came to my attention and we have been running

RT for a year now.

Any help, thoughts, ideas would be appreciated.

Thank you,

T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713

F: (616)456-3448

RT does n’t by default assign ownership to anyone else but Nobody, if
your system auto assign ownership, this must have been done by a custom
scrip written by you /your developers … You’ll need to investigate your
custom scrips in Global/scrips or Queues/Queue/scrips and modify them
accordingly …
Good luck;
Roy

Maciak, TJ wrote:

I’m sure this problem is fixed in 3.4 repository, but I don’t remeber
if it’s in 3.4.6-rc1 tarball.On 8/31/06, “Maciak, TJ” tmaciak@ci.grand-rapids.mi.us wrote:

Has anyone run into a problem where you have a ticket that has been assigned
to a queue (Queue A) and then given

To an owner who belongs to that group/queue. After some time, the ticket is
then moved to a different queue (Queue B)

But for some reason the owner is the same person from the first queue (Queue
A) even though they do not belong to the

New queue/group (Queue B)? Seems to me like the ticket should change to
Nobody as owner. Maybe this is permission

Issue that I have set up different for one queue/group as this issue just
recently came to my attention and we have been running

RT for a year now.

Any help, thoughts, ideas would be appreciated.

Thank you,

T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713

F: (616)456-3448


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

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

Best regards, Ruslan.

Ok I will take a look for the changes and possibly apply a patch as I am
Still using RT 3.4.2. Any guess as to which part of RT the change was
Applied to?

Thanks,

T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448From: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: Friday, September 01, 2006 6:48 AM
To: Maciak, TJ
Cc: rt-users
Subject: Re: [rt-users] ticket with a new queue but requestor still from old queue/group

I’m sure this problem is fixed in 3.4 repository, but I don’t remeber
if it’s in 3.4.6-rc1 tarball.

Roy,

The ownership was given to somebody who was in Queue A by a member who belonged to that queue/group. I was just wondering if there was a way for RT to change ownership to “Nobody” If the tickets queue happened to change and the current owner did not Belong to that new queue/group.

T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448From: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Friday, September 01, 2006 6:26 AM
To: Maciak, TJ
Cc: rt-users
Subject: Re: [rt-users] ticket with a new queue but requestor still from old queue/group

RT does n’t by default assign ownership to anyone else but Nobody, if
your system auto assign ownership, this must have been done by a custom
scrip written by you /your developers … You’ll need to investigate your
custom scrips in Global/scrips or Queues/Queue/scrips and modify them
accordingly …
Good luck;
Roy

Maciak, TJ wrote:

Has anyone run into a problem where you have a ticket that has been
assigned to a queue (Queue A) and then given

To an owner who belongs to that group/queue. After some time, the
ticket is then moved to a different queue (Queue B)

But for some reason the owner is the same person from the first queue
(Queue A) even though they do not belong to the

New queue/group (Queue B)? Seems to me like the ticket should change to
Nobody as owner. Maybe this is permission

Issue that I have set up different for one queue/group as this issue
just recently came to my attention and we have been running

RT for a year now.

Any help, thoughts, ideas would be appreciated.

Thank you,

T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713

F: (616)456-3448



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

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

I did n’t realise that RT can do that by default, I stand corrected by
Ruslan reply …
If the patch did not work for you, then its easy enough to re-set the
user to Nobody using scrips and on queue change condition.
Regards;
Roy

Maciak, TJ wrote:

I did n’t realise that RT can do that by default, I stand corrected by
RT sets ownership to nobody user when you’re moving a ticket into a
queue and owner of the ticket has no right to own tickets in this
queue. This behaviour is controlled by ACL and is expexted under
normal logic: if user has no right to own then he shouldn’t be an
owner. It didn’t work right in some cases and should work fine in RT
3.4.6 and 3.6.1(may be 3.6.2) RT releases.

Note that if user has OwnTicket right on both queues then RT does
nothing. As Roy wrote in this case you have to use scrips to implement
your own workflow or change ACL as I described.

Ruslan reply …
If the patch did not work for you, then its easy enough to re-set the
user to Nobody using scrips and on queue change condition.
Regards;
Roy

Maciak, TJ wrote:

Roy,

The ownership was given to somebody who was in Queue A by a member who belonged to that queue/group. I was just wondering if there was a way for RT to change ownership to “Nobody” If the tickets queue happened to change and the current owner did not Belong to that new queue/group.

T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448

-----Original Message-----
From: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Friday, September 01, 2006 6:26 AM
To: Maciak, TJ
Cc: rt-users
Subject: Re: [rt-users] ticket with a new queue but requestor still from old queue/group

RT does n’t by default assign ownership to anyone else but Nobody, if
your system auto assign ownership, this must have been done by a custom
scrip written by you /your developers … You’ll need to investigate your
custom scrips in Global/scrips or Queues/Queue/scrips and modify them
accordingly …
Good luck;
Roy

Maciak, TJ wrote:

Has anyone run into a problem where you have a ticket that has been
assigned to a queue (Queue A) and then given

To an owner who belongs to that group/queue. After some time, the
ticket is then moved to a different queue (Queue B)

But for some reason the owner is the same person from the first queue
(Queue A) even though they do not belong to the

New queue/group (Queue B)? Seems to me like the ticket should change to
Nobody as owner. Maybe this is permission

Issue that I have set up different for one queue/group as this issue
just recently came to my attention and we have been running

RT for a year now.

Any help, thoughts, ideas would be appreciated.

Thank you,

T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713

F: (616)456-3448



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

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


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

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

Best regards, Ruslan.