On Mar 5, 2009, at 2:32 PM, Kenneth Crocker wrote: > I only grant ticket owners the "ModifyTicket" right, so noone CAN > bulkudate a ticket that isn't theirs.
For your environment that may make sense, but not here. OTRS enforces that kind of approach -- you can't turn it off without hacking the source code. And our general overhead to respond to a ticket was 8- times-higher than the actual time spent answering the tickets. When you have a fairly equal support team and anybody can answer almost everything, the last thing in the world you want to do is force people to keep unassigning and reassigning tickets to themselves. In our environment 98% of tickets never take an owner. We only do that to indicate that "only I can do this, ya'all leave it be" Using RT with everyone having OwnTicket, TakeTicket, StealTicket, ModifyTicket, etc has reduced our overheard to about 1.2:1 which is totally acceptable in our mind. Now people have stopped avoiding using the ticket system because it's no longer a PITA to use. Anyway, long post for a short idea: different uses for different users ;-) This particular piece of code seems to implement a stricter policy that clashes with the rights assignments. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
