Well Drew, What I think is OwnTicket is once the Admin changes the owner to you, you own it, the ticket then cannot be taken/owned by anyone else. And if 'TakeTicket' right is activated on any user or group then that particular ticket if is assigned to nobody can be taken on self.
Once you change the ownership to some other you see that there is no take option..that probably means that the ticket can further cannot be owned as told in the wiki. Keeping things simple.."Take Ticket" you are the king and you can take the ticket on your behalf :) .. "Own Ticket" ..some one above you ..probably your boss will assign it to you...and you will then have to do the ticket. Where I see the use is: OwnTicket: A dept whereby one is the Departmental Chief and has subordinates, the Chief knows the capability of his/her subordinates and knows who can do what? so on that knowledge he then asks the RT Admin to not allow any of the Group Members the right to "TakeTicket" but only let him Admin the group and/or queue (whatever is necessary) and grant every other person there with the "OwnTicket" rights. That way he can assign the ticket to any of his subordinates. But in the mean time the other subordinates are to be kept on AdminCcs n watch so everybody knows whats been cooked and the chief can keep an eye of the ticket as it gets on its way, changes ownership if necessary. TakeTicket: The chief along with his/her subordinates are in some critical or say a department where every person knows some or more of the task the department handles. In such case the chief keeping the Admin (group n queue [whatever is necessary] ) right to himself, asks the RT Admin to allow all the subordinates with right to "TakeTicket" and also "OwnTicket" and others as above. This way as subordinates see some tickets..the take it on their own (here they will probably have more comments) and if the cheif sees some necessity of someone specific being assigned of the job, he will do so. Well this is what I summarized out of the two rights and their use the way I see. I might have been mistaken somewhere so more light on the subject would be highly appreciated. Regards, Gaurav Drew Barnes wrote: > I think OwnTicket means someone can assign a ticket to you but you > can't take it yourself but I have been mistaken before. > > Gaurav Ghimire wrote: >> Hi, >> >> Are there any differences between the rights "OwnTicket" and >> "TakeTicket" they sound similar I doubt if the job is same as well. >> >> Regards, >> >> Gaurav >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: [EMAIL PROTECTED] >> >> >> 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: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
