On Mon, Jul 27, 2009 at 11:24:51AM -0700, Jo Rhett wrote: > In this case I want this given to all Privileged users. (sorry, > should have clarified that "user" meant Privileged user) > > The vast majority of our tickets remain owned by Nobody. We only > assign them if only one person can accomplish it. Day to day normal > support tickets remain unowned. (Given that when someone owns a > ticket, nobody else can simply reassign it to themselves without a > multi-step process, this is how we work)
If you have StealTicket you can take it from someone in one click. > > Obviously I can change that, but forcing people to take ownership of a > ticket (multiple steps) just to answer a customer and close the ticket > is bad. Never make it harder for a support person to do their job :-( If you have TakeTicket there should be links to own a ticket in one click. Taking a ticket from person A and giving it to person B is indeed a long laborious process, but grabbing a ticket to work on shouldn't be. And, to confirm, ModifyTicket is required to resolve a ticket. ModifyTicket has long been up for discussion for breaking into multiple rights, but it needs to be done right and be backwards compatible. -kevin > > On Jul 27, 2009, at 11:13 AM, Joachim Thuau wrote: > > Shouldn't this be something like: > > * Remove ModifyTicket from "everyone. > > * add "ModifyTicket to "Requestor" and "Owner". > > > > That would allow a user (the requestor, supposedly), the right to > > modify the tickets he/she has created. > > > > Jok > > > >> -----Original Message----- > >> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > >> boun...@lists.bestpractical.com] On Behalf Of Jo Rhett > >> Sent: Friday, July 24, 2009 3:42 PM > >> To: RT Users > >> Subject: [rt-users] ModifyTicket required to close tickets? > >> > >> I have repeatedly found problems where people can mistakenly affect > >> large batches of tickets. The answer provided by Best Practical has > >> been to remove ModifyTicket right from people. So after upgrading to > >> 3.8.4 I went ahead with this. > >> > >> Now nobody can close tickets. Yep, that's right -- can't even mark > >> them resolved. Brilliant. Obviously this is a non-op, and I had to > >> give the ModifyTicket right back to everyone. > >> > >> BPS: what kind of patches will you accept to break ModifyTicket into > >> some distinct rights groups so that normal operations: close tickets, > >> reassign tickets, etc can be done by users, without giving them the > >> rights to batch modify and update hundreds of tickets? > >> > >> -- > >> 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 > > -- > 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 > _______________________________________________ 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