Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
Nick, Suffer me this and try putting the person you want as AdminCc in the PC Support group OR allow the Net Support group to have the same rights as the PC Support group for that queue. Then try setting the AdminCc. My reasoning is that if the role AdminCc has rights to a queue and you are assigning the role AdminCc to a person that does not have the particular rights as AdminCc in that queue, it will not accept the assignment. Just try it and let me know. Kenn LBNL On 12/3/2009 4:13 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 15:58:47 -0800, Ken Crocker kfcroc...@lbl.gov said: Is the person you are trying to set as AdminCc also in the PC Support group? No, they are a member of the Net Support group, but they do have Watch and WatchAsAdminCC in the PC Support queue. What rights are set for Privileged users in the Net Support group? I'm not sure I understand...anyone I've told RT Let this user be granted rights to is a Privileged user, correct? So telling RT to give Watch and WatchAsAdminCC to Privileged users should apply to all who have that box checked, regardless of the group they're a member of. ___ 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
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
Nick, Also, try granting ReplytoTicket for all privileged either Globally or in that queue. Kenn LBNL On 12/3/2009 4:13 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 15:58:47 -0800, Ken Crocker kfcroc...@lbl.gov said: Is the person you are trying to set as AdminCc also in the PC Support group? No, they are a member of the Net Support group, but they do have Watch and WatchAsAdminCC in the PC Support queue. What rights are set for Privileged users in the Net Support group? I'm not sure I understand...anyone I've told RT Let this user be granted rights to is a Privileged user, correct? So telling RT to give Watch and WatchAsAdminCC to Privileged users should apply to all who have that box checked, regardless of the group they're a member of. ___ 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
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
On Thu, Dec 03, 2009 at 11:58:18AM -0800, Nick Kartsioukas wrote: I currently have permissions set on tickets such that only the ticket owner has the ModifyTicket right. If I create a ticket, and on the ticket creation screen set someone as AdminCC, and submit the ticket, the ticket is successfully created but I get a permission denied error on adding the AdminCC. I'm not sure if this is a bug or a feature...I would think that a privileged user creating a ticket should be able to set an AdminCC (for a manager or someone else who wishes to follow the ticket details), but the order in which RT creates the ticket prevents that from working (ticket created, then a separate transaction to add the AdminCC). This problem does not exist when adding a normal CC on ticket creation. If I create the ticket with myself as the owner, it does allow me to set AdminCC, but in our setup a privileged user (as a member of one particular group) does not have ownership permissions in all the queues, but we do have create ticket permissions in other queues. Any ideas if there's a way around this? The code is rather explicit about this. If you're creating a ticket and try to add an AdminCc it either wants your user to have ModifyTicket or for you to be adding yourself and for you to have WatchAsAdminCc. If you care to look in the code, see Ticket_Overlay.pm's Create method, the loop at 534 and then the contents of the AddWatcher method. -kevin pgpOTv122K2se.pgp Description: PGP signature ___ 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
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
Kevin, Yea. You're right. I've never had to deal with this because we really do not use AdminCc at the ticket level. We set up all our AdminCc's at the Queue watcher level and that way a simple scrip will take care of notifications and we can handle all the privileges with the role at queue level. In fact, I modified our ticket create screen to /remove/ the AdminCc box. We just don't want to deal with it that way. Oh well. Sorry Nick, that I couldn't help you. Kenn LBNL On 12/4/2009 9:29 AM, Kevin Falcone wrote: On Thu, Dec 03, 2009 at 11:58:18AM -0800, Nick Kartsioukas wrote: I currently have permissions set on tickets such that only the ticket owner has the ModifyTicket right. If I create a ticket, and on the ticket creation screen set someone as AdminCC, and submit the ticket, the ticket is successfully created but I get a permission denied error on adding the AdminCC. I'm not sure if this is a bug or a feature...I would think that a privileged user creating a ticket should be able to set an AdminCC (for a manager or someone else who wishes to follow the ticket details), but the order in which RT creates the ticket prevents that from working (ticket created, then a separate transaction to add the AdminCC). This problem does not exist when adding a normal CC on ticket creation. If I create the ticket with myself as the owner, it does allow me to set AdminCC, but in our setup a privileged user (as a member of one particular group) does not have ownership permissions in all the queues, but we do have create ticket permissions in other queues. Any ideas if there's a way around this? The code is rather explicit about this. If you're creating a ticket and try to add an AdminCc it either wants your user to have ModifyTicket or for you to be adding yourself and for you to have WatchAsAdminCc. If you care to look in the code, see Ticket_Overlay.pm's Create method, the loop at 534 and then the contents of the AddWatcher method. -kevin ___ 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
[rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
I currently have permissions set on tickets such that only the ticket owner has the ModifyTicket right. If I create a ticket, and on the ticket creation screen set someone as AdminCC, and submit the ticket, the ticket is successfully created but I get a permission denied error on adding the AdminCC. I'm not sure if this is a bug or a feature...I would think that a privileged user creating a ticket should be able to set an AdminCC (for a manager or someone else who wishes to follow the ticket details), but the order in which RT creates the ticket prevents that from working (ticket created, then a separate transaction to add the AdminCC). This problem does not exist when adding a normal CC on ticket creation. If I create the ticket with myself as the owner, it does allow me to set AdminCC, but in our setup a privileged user (as a member of one particular group) does not have ownership permissions in all the queues, but we do have create ticket permissions in other queues. Any ideas if there's a way around this? ___ 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
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
Nick, Have you tried setting the AdminCc when creating the ticket? You can do that with the WebUI. If these tickets are being created via Email, then downloading/installing the CommandByMail extension/plugin will allow you to do this. As to changing/setting the AdminCc once the ticket is created, that's strictly a ModifyTicket right. There are a couple things you can do to a ticket /without/ that right, which are Make/Show Comments and Reply/See Email correspondence. Another thing you can do is if you know who will be a regular AdminCc on a Queue by queue basis, set the Queue AdminCc Watcher to that person and then set the Queue Group Right for the AdminCc /role/ to allow ModifyTicket. Hope this helps. Kenn LBNL On 12/3/2009 11:58 AM, Nick Kartsioukas wrote: I currently have permissions set on tickets such that only the ticket owner has the ModifyTicket right. If I create a ticket, and on the ticket creation screen set someone as AdminCC, and submit the ticket, the ticket is successfully created but I get a permission denied error on adding the AdminCC. I'm not sure if this is a bug or a feature...I would think that a privileged user creating a ticket should be able to set an AdminCC (for a manager or someone else who wishes to follow the ticket details), but the order in which RT creates the ticket prevents that from working (ticket created, then a separate transaction to add the AdminCC). This problem does not exist when adding a normal CC on ticket creation. If I create the ticket with myself as the owner, it does allow me to set AdminCC, but in our setup a privileged user (as a member of one particular group) does not have ownership permissions in all the queues, but we do have create ticket permissions in other queues. Any ideas if there's a way around this? ___ 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
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
On Thu, 03 Dec 2009 12:52:06 -0800, Ken Crocker kfcroc...@lbl.gov said: Have you tried setting the AdminCc when creating the ticket? You can do that with the WebUI. If these tickets are being created via Email, then downloading/installing the CommandByMail extension/plugin will allow you to do this. Yep, I am setting the AdminCC on the ticket creation page via the web interface. It appears that RT treats setting the AdminCC as a separate transaction from the ticket creation, so it creates the ticket, then attempts to apply the AdminCC value, and that's where it fails (as after the ticket is created, I don't have the ModifyTicket right). Privileged user with: CreateTicket, CommentOnTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments on the queue in question. I wish ModifyTicket was split up, it encompasses quite a lot of operations... ___ 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
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
Nick, I suppose you could make yourself the owner when you create it, then after it is created, give it to someone else. But that is the long way around. You could also write a scrip to do it with RT authority, but that is a little like doing it twice when it shouldn't be necessary. Are you sure you don't have a set list of AdminCc's for each queue? That way you just grant the right ModifyTicket to the role AdminCc at the queue level. Kenn LBNL On 12/3/2009 1:27 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 12:52:06 -0800, Ken Crocker kfcroc...@lbl.gov said: Have you tried setting the AdminCc when creating the ticket? You can do that with the WebUI. If these tickets are being created via Email, then downloading/installing the CommandByMail extension/plugin will allow you to do this. Yep, I am setting the AdminCC on the ticket creation page via the web interface. It appears that RT treats setting the AdminCC as a separate transaction from the ticket creation, so it creates the ticket, then attempts to apply the AdminCC value, and that's where it fails (as after the ticket is created, I don't have the ModifyTicket right). Privileged user with: CreateTicket, CommentOnTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments on the queue in question. I wish ModifyTicket was split up, it encompasses quite a lot of operations... ___ 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
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
On Thu, 03 Dec 2009 14:10:32 -0800, Ken Crocker kfcroc...@lbl.gov said: I suppose you could make yourself the owner when you create it, then after it is created, give it to someone else. But that is the long way around. You could also write a scrip to do it with RT authority, but that is a little like doing it twice when it shouldn't be necessary. Yep, but since I don't have ownership rights in all queues, I would have to create it in a queue in which I could own it, set myself as the owner when I create it, then move the ticket to the other queue...quite a round-about way to do it. Are you sure you don't have a set list of AdminCc's for each queue? That way you just grant the right ModifyTicket to the role AdminCc at the queue level. Nope, we don't have any AdminCCs set at the queue level. Sometimes staff here have an interest in a case and want to follow the comments on it, so the ticket creator would add them when creating the ticket. We only want ModifyTicket to be granted to the owner, so someone else doesn't accidentally close or move a ticket that's not theirs (have to steal it, then perform the action...a two-step process that should prevent such errors, especially if someone starts clicking things they don't understand on the Bulk Update screen). ___ 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
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
Nick, I was just thinking that we are looking at the wrong cause. I have MANY users that are allowed to create tickets in a queue and NOT allowed to modify those tickets, yet, they are able to create a ticket with an AdminCc with no problems. I'm wondering if, perhaps, we should look at what rights have been granted to those users that are being listed as the ticket's AdminCc. Are they in a group we can look at? if not, we have to look at each user. Kenn LBNL On 12/3/2009 2:20 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 14:10:32 -0800, Ken Crocker kfcroc...@lbl.gov said: I suppose you could make yourself the owner when you create it, then after it is created, give it to someone else. But that is the long way around. You could also write a scrip to do it with RT authority, but that is a little like doing it twice when it shouldn't be necessary. Yep, but since I don't have ownership rights in all queues, I would have to create it in a queue in which I could own it, set myself as the owner when I create it, then move the ticket to the other queue...quite a round-about way to do it. Are you sure you don't have a set list of AdminCc's for each queue? That way you just grant the right ModifyTicket to the role AdminCc at the queue level. Nope, we don't have any AdminCCs set at the queue level. Sometimes staff here have an interest in a case and want to follow the comments on it, so the ticket creator would add them when creating the ticket. We only want ModifyTicket to be granted to the owner, so someone else doesn't accidentally close or move a ticket that's not theirs (have to steal it, then perform the action...a two-step process that should prevent such errors, especially if someone starts clicking things they don't understand on the Bulk Update screen). ___ 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
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
On Thu, 03 Dec 2009 15:37:18 -0800, Ken Crocker kfcroc...@lbl.gov said: I was just thinking that we are looking at the wrong cause. I have MANY users that are allowed to create tickets in a queue and NOT allowed to modify those tickets, yet, they are able to create a ticket with an AdminCc with no problems. I'm wondering if, perhaps, we should look at what rights have been granted to those users that are being listed as the ticket's AdminCc. Are they in a group we can look at? if not, we have to look at each user. All Privileged users have Watch and WatchAsAdminCC in the queue I'm creating the ticket in, and the user I was attempting to set as AdminCC is Privileged. Hmm. Let me give the details of the permissions here... I'm a Privileged user, in the Net Support group. I'm attempting to create the ticket in the PC Support queue. User I'm attempting to set as AdminCC is also in Net Support. Privileged users have these permissions in the PC Support queue: CreateTicket CommentOnTicket SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments Watch WatchAsAdminCC PC Support group members have these additional rights in the PC Support queue: AssignCustomFields OwnTicket StealTicket TakeTicket Owner role also has the right ModifyTicket ___ 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
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
On Thu, 03 Dec 2009 15:58:47 -0800, Ken Crocker kfcroc...@lbl.gov said: Is the person you are trying to set as AdminCc also in the PC Support group? No, they are a member of the Net Support group, but they do have Watch and WatchAsAdminCC in the PC Support queue. What rights are set for Privileged users in the Net Support group? I'm not sure I understand...anyone I've told RT Let this user be granted rights to is a Privileged user, correct? So telling RT to give Watch and WatchAsAdminCC to Privileged users should apply to all who have that box checked, regardless of the group they're a member of. ___ 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
