Re: [rt-users] assigning tickets
hey dave, i was/am already running DBIx::SearchBuilder 1.54. i actually fixed this issue a while back; my problem was rooted in the fact that none of my users had the "OwnTicket" permission assigned to them (even root, which only had "superuser" assigned to it). thanks for the reply though :) -gabe -Original Message- From: David O'Brien [mailto:[EMAIL PROTECTED] Sent: Thursday, November 13, 2008 6:44 AM To: rt-users@lists.bestpractical.com Cc: Gabriel Cadieux Subject: Re: assigning tickets Hi Gabe, We were experiencing the same issue. After assigning the required privileges to members/groups of the queue, The only option available in the owner field was either "Nobody" or the ticket owner. After a little bit of research, we discovered there is a bug in perl module DBIx::SearchBuilder v1.48 which is used to populate the owners field. Upgrading to DBIx::SearchBuilder v1.54 has fixed the issue for us. You can see the change logs for DBIx::SearchBuilder here: http://search.cpan.org/src/JESSE/DBIx-SearchBuilder-1.54/Changes Hope this helps, Dave > > > David O'Brien System Administrator www.thehotonlinenetwork.com d: t: 0845 4680 568 f: 0845 4680 868 m: Beaumont House, Kensington Village, Avonmore Road, London, W14 8TS - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - This message is sent in confidence for the addressee only. It may contain privileged information. The contents are not to be disclosed to anyone other than the addressee. Unauthorised recipients are requested to preserve this confidentiality and to advise us of any errors in transmission. Thank you. hotonline ltd is registered in England & Wales. Registered office: One Canada Square, Canary Wharf, London E14 5AP. Registered No: 1904765. ___ 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
Re: [rt-users] assigning tickets
Hi Gabe, We were experiencing the same issue. After assigning the required privileges to members/groups of the queue, The only option available in the owner field was either "Nobody" or the ticket owner. After a little bit of research, we discovered there is a bug in perl module DBIx::SearchBuilder v1.48 which is used to populate the owners field. Upgrading to DBIx::SearchBuilder v1.54 has fixed the issue for us. You can see the change logs for DBIx::SearchBuilder here: http://search.cpan.org/src/JESSE/DBIx-SearchBuilder-1.54/Changes Hope this helps, Dave > > > David O'Brien System Administrator www.thehotonlinenetwork.com d: t: 0845 4680 568 f: 0845 4680 868 m: Beaumont House, Kensington Village, Avonmore Road, London, W14 8TS - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - This message is sent in confidence for the addressee only. It may contain privileged information. The contents are not to be disclosed to anyone other than the addressee. Unauthorised recipients are requested to preserve this confidentiality and to advise us of any errors in transmission. Thank you. hotonline ltd is registered in England & Wales. Registered office: One Canada Square, Canary Wharf, London E14 5AP. Registered No: 1904765. ___ 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
Re: [rt-users] assigning tickets
Gabriel, No problema. Just didn't want you to think I was a dunce. All is kool. Kenn LBNL On 10/30/2008 1:48 PM, Gabriel Cadieux wrote: > i'm so sorry kenn! lol > > i must have completely missed that. you're officially also credited for > answering my question :) > > -gabe > > -Original Message- > From: Kenneth Crocker [mailto:[EMAIL PROTECTED] > Sent: Thursday, October 30, 2008 3:55 PM > To: Gabriel Cadieux > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] assigning tickets > > > Gabriel, > > > My third sentence reads, "By default, RT will display on the Owner drop > down any and all members of any group that has the "OwnTicket" right.". > I guess it was easy to miss among all that other junk I wrote. Sorry. > > > Kenn > LBNL > > On 10/30/2008 6:12 AM, Gabriel Cadieux wrote: >> Kenn, >> >> In our configuration using 3.6.7, there are only two users besides root, >> myself and my co-worker, and we are both set to SuperUser priviledges. >> We will be the only ones using this system, so there is no need to start >> going all crazy with applying the proper permissions etc... (there will >> be read-only users added later, but i will make a group for them and set >> permissions when the time comes). The problem I am experiencing is that >> nobody (not even root) can ASSIGN a ticket to another user. The only user >> available to assign to is "Nobody", and on top of that, this creates another >> problem where any page I go to when editing a ticket that mentions the owner >> gets set back to "Nobody" from the current owner due to this. I don't >> understand >> how even the root user could not be allowed to assign a ticket to someone >> else.. >> doesn't SuperUser encompass all other permissions as well, including those >> necessary to change ticket ownership (not just own/take/steal tickets)? >> >> Thanks, >> >> -gabe >> >> >> -Original Message- >> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] >> Sent: Wednesday, October 29, 2008 4:26 PM >> To: Gabriel Cadieux >> Cc: rt-users@lists.bestpractical.com >> Subject: Re: [rt-users] assigning tickets >> >> >> Gabriel, >> >> >> This is accomplished using privileges and groups. You could also grant >> individual Users the right to own tickets in a queue, but that would be >> a maintenance nightmare. By default, RT will display on the Owner drop >> down any and all members of any group that has the "OwnTicket" right. If >> they have "TakeTicket, along with "SeeQueue", then they would be able to >> see tickets in a queue and TAKE any ticket that wasn't already owned. If >> they do NOT have "OwnTicket" for a queue, then granting the >> "StealTicket" would not work. They cannot steal something they are not >> allowed to own. So, to make this simple, find out what groups have >> rights to the queue in question, and make sure they have the appropriate >> rights AND make sure the user you want to own tickets is in one of those >> groups. Hope this helps. >> >> >> Kenn >> LBNL >> >> On 10/29/2008 10:10 AM, Gabriel Cadieux wrote: >>> hi list, >>> >>> why is it that i can't seem to be able to assign tickets to other people, >>> even when i own them? when i see the main ticket display, it shows my user >>> as the owner, for example, after taking it... then in the "People" tab, >>> only "Nobody" appears in the list of people to set the owner to.. i don't >>> want to have to have the person i want the ticket assigned to to have to >>> login >>> and "steal" the ticket in order to have it assigned to them, i want to be >>> able >>> to force them to own it, like it should be... >>> >>> i can't do this as anyone.. not even root, or a user that has superuser >>> priviledges... >>> >>> rt 3.6.7.. >>> >>> i don't get it :( >>> >>> -gabe >>> ___ >>> 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
Re: [rt-users] assigning tickets
i'm so sorry kenn! lol i must have completely missed that. you're officially also credited for answering my question :) -gabe -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Thursday, October 30, 2008 3:55 PM To: Gabriel Cadieux Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] assigning tickets Gabriel, My third sentence reads, "By default, RT will display on the Owner drop down any and all members of any group that has the "OwnTicket" right.". I guess it was easy to miss among all that other junk I wrote. Sorry. Kenn LBNL On 10/30/2008 6:12 AM, Gabriel Cadieux wrote: > Kenn, > > In our configuration using 3.6.7, there are only two users besides root, > myself and my co-worker, and we are both set to SuperUser priviledges. > We will be the only ones using this system, so there is no need to start > going all crazy with applying the proper permissions etc... (there will > be read-only users added later, but i will make a group for them and set > permissions when the time comes). The problem I am experiencing is that > nobody (not even root) can ASSIGN a ticket to another user. The only user > available to assign to is "Nobody", and on top of that, this creates another > problem where any page I go to when editing a ticket that mentions the owner > gets set back to "Nobody" from the current owner due to this. I don't > understand > how even the root user could not be allowed to assign a ticket to someone > else.. > doesn't SuperUser encompass all other permissions as well, including those > necessary to change ticket ownership (not just own/take/steal tickets)? > > Thanks, > > -gabe > > > -Original Message- > From: Kenneth Crocker [mailto:[EMAIL PROTECTED] > Sent: Wednesday, October 29, 2008 4:26 PM > To: Gabriel Cadieux > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] assigning tickets > > > Gabriel, > > > This is accomplished using privileges and groups. You could also grant > individual Users the right to own tickets in a queue, but that would be > a maintenance nightmare. By default, RT will display on the Owner drop > down any and all members of any group that has the "OwnTicket" right. If > they have "TakeTicket, along with "SeeQueue", then they would be able to > see tickets in a queue and TAKE any ticket that wasn't already owned. If > they do NOT have "OwnTicket" for a queue, then granting the > "StealTicket" would not work. They cannot steal something they are not > allowed to own. So, to make this simple, find out what groups have > rights to the queue in question, and make sure they have the appropriate > rights AND make sure the user you want to own tickets is in one of those > groups. Hope this helps. > > > Kenn > LBNL > > On 10/29/2008 10:10 AM, Gabriel Cadieux wrote: >> hi list, >> >> why is it that i can't seem to be able to assign tickets to other people, >> even when i own them? when i see the main ticket display, it shows my user >> as the owner, for example, after taking it... then in the "People" tab, >> only "Nobody" appears in the list of people to set the owner to.. i don't >> want to have to have the person i want the ticket assigned to to have to >> login >> and "steal" the ticket in order to have it assigned to them, i want to be >> able >> to force them to own it, like it should be... >> >> i can't do this as anyone.. not even root, or a user that has superuser >> priviledges... >> >> rt 3.6.7.. >> >> i don't get it :( >> >> -gabe >> ___ >> 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
Re: [rt-users] assigning tickets
Gabriel, My third sentence reads, "By default, RT will display on the Owner drop down any and all members of any group that has the "OwnTicket" right.". I guess it was easy to miss among all that other junk I wrote. Sorry. Kenn LBNL On 10/30/2008 6:12 AM, Gabriel Cadieux wrote: > Kenn, > > In our configuration using 3.6.7, there are only two users besides root, > myself and my co-worker, and we are both set to SuperUser priviledges. > We will be the only ones using this system, so there is no need to start > going all crazy with applying the proper permissions etc... (there will > be read-only users added later, but i will make a group for them and set > permissions when the time comes). The problem I am experiencing is that > nobody (not even root) can ASSIGN a ticket to another user. The only user > available to assign to is "Nobody", and on top of that, this creates another > problem where any page I go to when editing a ticket that mentions the owner > gets set back to "Nobody" from the current owner due to this. I don't > understand > how even the root user could not be allowed to assign a ticket to someone > else.. > doesn't SuperUser encompass all other permissions as well, including those > necessary to change ticket ownership (not just own/take/steal tickets)? > > Thanks, > > -gabe > > > -Original Message- > From: Kenneth Crocker [mailto:[EMAIL PROTECTED] > Sent: Wednesday, October 29, 2008 4:26 PM > To: Gabriel Cadieux > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] assigning tickets > > > Gabriel, > > > This is accomplished using privileges and groups. You could also grant > individual Users the right to own tickets in a queue, but that would be > a maintenance nightmare. By default, RT will display on the Owner drop > down any and all members of any group that has the "OwnTicket" right. If > they have "TakeTicket, along with "SeeQueue", then they would be able to > see tickets in a queue and TAKE any ticket that wasn't already owned. If > they do NOT have "OwnTicket" for a queue, then granting the > "StealTicket" would not work. They cannot steal something they are not > allowed to own. So, to make this simple, find out what groups have > rights to the queue in question, and make sure they have the appropriate > rights AND make sure the user you want to own tickets is in one of those > groups. Hope this helps. > > > Kenn > LBNL > > On 10/29/2008 10:10 AM, Gabriel Cadieux wrote: >> hi list, >> >> why is it that i can't seem to be able to assign tickets to other people, >> even when i own them? when i see the main ticket display, it shows my user >> as the owner, for example, after taking it... then in the "People" tab, >> only "Nobody" appears in the list of people to set the owner to.. i don't >> want to have to have the person i want the ticket assigned to to have to >> login >> and "steal" the ticket in order to have it assigned to them, i want to be >> able >> to force them to own it, like it should be... >> >> i can't do this as anyone.. not even root, or a user that has superuser >> priviledges... >> >> rt 3.6.7.. >> >> i don't get it :( >> >> -gabe >> ___ >> 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
Re: [rt-users] assigning tickets
many thanks! all did was grand all possible rights to our two users and the problem is fixed! :) it probably was the OwnTicket permission (although i did not test it individually). -gabe -Original Message- From: Stephen Turner [mailto:[EMAIL PROTECTED] Sent: Thursday, October 30, 2008 9:28 AM To: Gabriel Cadieux; Kenneth Crocker Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] assigning tickets On Thu, 30 Oct 2008 09:12:54 -0400, Gabriel Cadieux <[EMAIL PROTECTED]> wrote: > Kenn, > > In our configuration using 3.6.7, there are only two users besides root, > myself and my co-worker, and we are both set to SuperUser priviledges. > We will be the only ones using this system, so there is no need to start > going all crazy with applying the proper permissions etc... (there will > be read-only users added later, but i will make a group for them and set > permissions when the time comes). The problem I am experiencing is that > nobody (not even root) can ASSIGN a ticket to another user. The only user > available to assign to is "Nobody", and on top of that, this creates > another > problem where any page I go to when editing a ticket that mentions the > owner > gets set back to "Nobody" from the current owner due to this. I don't > understand > how even the root user could not be allowed to assign a ticket to > someone else.. > doesn't SuperUser encompass all other permissions as well, including > those > necessary to change ticket ownership (not just own/take/steal tickets)? > > Thanks, > > -gabe > Gabe, I think that the only users who appear in the owner drop-down are those who have explicit OwnTicket rights in the queue - super users are not included. So to use ticket ownership you will at least need to assign OwnTicket rights to the appropriate users. Steve ___ 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
Re: [rt-users] assigning tickets
On Thu, 30 Oct 2008 09:12:54 -0400, Gabriel Cadieux <[EMAIL PROTECTED]> wrote: > Kenn, > > In our configuration using 3.6.7, there are only two users besides root, > myself and my co-worker, and we are both set to SuperUser priviledges. > We will be the only ones using this system, so there is no need to start > going all crazy with applying the proper permissions etc... (there will > be read-only users added later, but i will make a group for them and set > permissions when the time comes). The problem I am experiencing is that > nobody (not even root) can ASSIGN a ticket to another user. The only user > available to assign to is "Nobody", and on top of that, this creates > another > problem where any page I go to when editing a ticket that mentions the > owner > gets set back to "Nobody" from the current owner due to this. I don't > understand > how even the root user could not be allowed to assign a ticket to > someone else.. > doesn't SuperUser encompass all other permissions as well, including > those > necessary to change ticket ownership (not just own/take/steal tickets)? > > Thanks, > > -gabe > Gabe, I think that the only users who appear in the owner drop-down are those who have explicit OwnTicket rights in the queue - super users are not included. So to use ticket ownership you will at least need to assign OwnTicket rights to the appropriate users. Steve ___ 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
Re: [rt-users] assigning tickets
It sounds to me like something has gone wrong with your install, as I have not been able to duplicate any of these problems on my install. If this isn't a production system, I would blow the db away and start over and see if something wasn't set up properly initially. Gabriel Cadieux wrote: > Kenn, > > In our configuration using 3.6.7, there are only two users besides root, > myself and my co-worker, and we are both set to SuperUser priviledges. > We will be the only ones using this system, so there is no need to start > going all crazy with applying the proper permissions etc... (there will > be read-only users added later, but i will make a group for them and set > permissions when the time comes). The problem I am experiencing is that > nobody (not even root) can ASSIGN a ticket to another user. The only user > available to assign to is "Nobody", and on top of that, this creates another > problem where any page I go to when editing a ticket that mentions the owner > gets set back to "Nobody" from the current owner due to this. I don't > understand > how even the root user could not be allowed to assign a ticket to someone > else.. > doesn't SuperUser encompass all other permissions as well, including those > necessary to change ticket ownership (not just own/take/steal tickets)? > > Thanks, > > -gabe > > > -Original Message- > From: Kenneth Crocker [mailto:[EMAIL PROTECTED] > Sent: Wednesday, October 29, 2008 4:26 PM > To: Gabriel Cadieux > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] assigning tickets > > > Gabriel, > > > This is accomplished using privileges and groups. You could also grant > individual Users the right to own tickets in a queue, but that would be > a maintenance nightmare. By default, RT will display on the Owner drop > down any and all members of any group that has the "OwnTicket" right. If > they have "TakeTicket, along with "SeeQueue", then they would be able to > see tickets in a queue and TAKE any ticket that wasn't already owned. If > they do NOT have "OwnTicket" for a queue, then granting the > "StealTicket" would not work. They cannot steal something they are not > allowed to own. So, to make this simple, find out what groups have > rights to the queue in question, and make sure they have the appropriate > rights AND make sure the user you want to own tickets is in one of those > groups. Hope this helps. > > > Kenn > LBNL > > On 10/29/2008 10:10 AM, Gabriel Cadieux wrote: > >> hi list, >> >> why is it that i can't seem to be able to assign tickets to other people, >> even when i own them? when i see the main ticket display, it shows my user >> as the owner, for example, after taking it... then in the "People" tab, >> only "Nobody" appears in the list of people to set the owner to.. i don't >> want to have to have the person i want the ticket assigned to to have to >> login >> and "steal" the ticket in order to have it assigned to them, i want to be >> able >> to force them to own it, like it should be... >> >> i can't do this as anyone.. not even root, or a user that has superuser >> priviledges... >> >> rt 3.6.7.. >> >> i don't get it :( >> >> -gabe >> ___ >> 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 > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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
Re: [rt-users] assigning tickets
Kenn, In our configuration using 3.6.7, there are only two users besides root, myself and my co-worker, and we are both set to SuperUser priviledges. We will be the only ones using this system, so there is no need to start going all crazy with applying the proper permissions etc... (there will be read-only users added later, but i will make a group for them and set permissions when the time comes). The problem I am experiencing is that nobody (not even root) can ASSIGN a ticket to another user. The only user available to assign to is "Nobody", and on top of that, this creates another problem where any page I go to when editing a ticket that mentions the owner gets set back to "Nobody" from the current owner due to this. I don't understand how even the root user could not be allowed to assign a ticket to someone else.. doesn't SuperUser encompass all other permissions as well, including those necessary to change ticket ownership (not just own/take/steal tickets)? Thanks, -gabe -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Wednesday, October 29, 2008 4:26 PM To: Gabriel Cadieux Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] assigning tickets Gabriel, This is accomplished using privileges and groups. You could also grant individual Users the right to own tickets in a queue, but that would be a maintenance nightmare. By default, RT will display on the Owner drop down any and all members of any group that has the "OwnTicket" right. If they have "TakeTicket, along with "SeeQueue", then they would be able to see tickets in a queue and TAKE any ticket that wasn't already owned. If they do NOT have "OwnTicket" for a queue, then granting the "StealTicket" would not work. They cannot steal something they are not allowed to own. So, to make this simple, find out what groups have rights to the queue in question, and make sure they have the appropriate rights AND make sure the user you want to own tickets is in one of those groups. Hope this helps. Kenn LBNL On 10/29/2008 10:10 AM, Gabriel Cadieux wrote: > hi list, > > why is it that i can't seem to be able to assign tickets to other people, > even when i own them? when i see the main ticket display, it shows my user > as the owner, for example, after taking it... then in the "People" tab, > only "Nobody" appears in the list of people to set the owner to.. i don't > want to have to have the person i want the ticket assigned to to have to login > and "steal" the ticket in order to have it assigned to them, i want to be able > to force them to own it, like it should be... > > i can't do this as anyone.. not even root, or a user that has superuser > priviledges... > > rt 3.6.7.. > > i don't get it :( > > -gabe > ___ > 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
Re: [rt-users] assigning tickets
Gabriel, This is accomplished using privileges and groups. You could also grant individual Users the right to own tickets in a queue, but that would be a maintenance nightmare. By default, RT will display on the Owner drop down any and all members of any group that has the "OwnTicket" right. If they have "TakeTicket, along with "SeeQueue", then they would be able to see tickets in a queue and TAKE any ticket that wasn't already owned. If they do NOT have "OwnTicket" for a queue, then granting the "StealTicket" would not work. They cannot steal something they are not allowed to own. So, to make this simple, find out what groups have rights to the queue in question, and make sure they have the appropriate rights AND make sure the user you want to own tickets is in one of those groups. Hope this helps. Kenn LBNL On 10/29/2008 10:10 AM, Gabriel Cadieux wrote: > hi list, > > why is it that i can't seem to be able to assign tickets to other people, > even when i own them? when i see the main ticket display, it shows my user > as the owner, for example, after taking it... then in the "People" tab, > only "Nobody" appears in the list of people to set the owner to.. i don't > want to have to have the person i want the ticket assigned to to have to login > and "steal" the ticket in order to have it assigned to them, i want to be able > to force them to own it, like it should be... > > i can't do this as anyone.. not even root, or a user that has superuser > priviledges... > > rt 3.6.7.. > > i don't get it :( > > -gabe > ___ > 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
[rt-users] assigning tickets
hi list, why is it that i can't seem to be able to assign tickets to other people, even when i own them? when i see the main ticket display, it shows my user as the owner, for example, after taking it... then in the "People" tab, only "Nobody" appears in the list of people to set the owner to.. i don't want to have to have the person i want the ticket assigned to to have to login and "steal" the ticket in order to have it assigned to them, i want to be able to force them to own it, like it should be... i can't do this as anyone.. not even root, or a user that has superuser priviledges... rt 3.6.7.. i don't get it :( -gabe ___ 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
RE: [rt-users] Assigning Tickets
I gave CreateTicket, OwnTicket, & SeeQueue for Group1 to Queue2 -- works great now. Also, I like how everyone in Group1 can create a ticket in Queue2 now. I already have it setup that if you're the owner or requestor you can see any ticket in any queue. Thanks for the help. Marc From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ham MI-ID, Torsten Brumm Sent: Tuesday, July 10, 2007 9:19 AM To: [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Subject: AW: Re: [rt-users] Assigning Tickets And I forgot, depending on your global setup (we granted globally to the requestor showticket,replytoticket) he can see the moved ticket or after move he gets a rt error with access denied. -Original Message- From: [EMAIL PROTECTED] <[EMAIL PROTECTED]> To: rt-users@lists.bestpractical.com Sent: Tue Jul 10 15:05:01 2007 Subject: Re: [rt-users] Assigning Tickets At Monday 7/9/2007 11:43 PM, you wrote: >Okay, our general setup is this: > >Group1 -> Queue1 > >Group2 -> Queue2 > >I want to be able for Group1 to move a ticket into Queue2 but NOT be able to >see any of the tickets in Queue2 and vice versa. > >Is this possible? > >Thanks, >Marc Hi Marc, Did you try this? I think all a user needs to move a ticket to another queue is ModifyTicket rights on the original queue. Steve ___ 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 smime.p7s Description: S/MIME cryptographic signature ___ 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
AW: Re: [rt-users] Assigning Tickets
And I forgot, depending on your global setup (we granted globally to the requestor showticket,replytoticket) he can see the moved ticket or after move he gets a rt error with access denied. -Original Message- From: [EMAIL PROTECTED] <[EMAIL PROTECTED]> To: rt-users@lists.bestpractical.com Sent: Tue Jul 10 15:05:01 2007 Subject: Re: [rt-users] Assigning Tickets At Monday 7/9/2007 11:43 PM, you wrote: >Okay, our general setup is this: > >Group1 -> Queue1 > >Group2 -> Queue2 > >I want to be able for Group1 to move a ticket into Queue2 but NOT be able to >see any of the tickets in Queue2 and vice versa. > >Is this possible? > >Thanks, >Marc Hi Marc, Did you try this? I think all a user needs to move a ticket to another queue is ModifyTicket rights on the original queue. Steve ___ 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
AW: Re: [rt-users] Assigning Tickets
Yes, but group1 needs at queue2 also createticket and showqueue right to move them. Then they are able to see the queue but only the ticket they moved. Torsten -Original Message- From: [EMAIL PROTECTED] <[EMAIL PROTECTED]> To: rt-users@lists.bestpractical.com Sent: Tue Jul 10 15:05:01 2007 Subject: Re: [rt-users] Assigning Tickets At Monday 7/9/2007 11:43 PM, you wrote: >Okay, our general setup is this: > >Group1 -> Queue1 > >Group2 -> Queue2 > >I want to be able for Group1 to move a ticket into Queue2 but NOT be able to >see any of the tickets in Queue2 and vice versa. > >Is this possible? > >Thanks, >Marc Hi Marc, Did you try this? I think all a user needs to move a ticket to another queue is ModifyTicket rights on the original queue. Steve ___ 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
Re: [rt-users] Assigning Tickets
At Monday 7/9/2007 11:43 PM, you wrote: Okay, our general setup is this: Group1 -> Queue1 Group2 -> Queue2 I want to be able for Group1 to move a ticket into Queue2 but NOT be able to see any of the tickets in Queue2 and vice versa. Is this possible? Thanks, Marc Hi Marc, Did you try this? I think all a user needs to move a ticket to another queue is ModifyTicket rights on the original queue. Steve ___ 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
[rt-users] Assigning Tickets
Okay, our general setup is this: Group1 -> Queue1 Group2 -> Queue2 I want to be able for Group1 to move a ticket into Queue2 but NOT be able to see any of the tickets in Queue2 and vice versa. Is this possible? Thanks, Marc smime.p7s Description: S/MIME cryptographic signature ___ 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
Re: [rt-users] assigning tickets
On 8/2/06, Justin Lim <[EMAIL PROTECTED]> wrote: "You can only reassign tickets that you own or that are unowned " is there any way to change this ?You first take ownership or steal ownership and then assign it. Michael-- Michael S. Liebman [EMAIL PROTECTED] http://msl521.freeshell.org/"I have vision and the rest of the world wears bifocals."-Paul Newman in "Butch Cassidy & the Sundance Kid" ___ 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
[rt-users] assigning tickets
I know its somewhere in the docs but I can not find it. I am trying to assign tickets to other users within the group. When the ticket is unassigned its fairly easy to assign but when its already owned by another user and when I try to change it to a different user it states "You can only reassign tickets that you own or that are unowned " is there any way to change this ? Thanks ___ 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
Re: [rt-users] Assigning Tickets to users
Maybe the problem is that you do not own the ticket. If I understand RT correctly you can only assign tickets which you own. So if the ticket is owned by nobody, then you first have to take it and then you can assign it. I am not usre if this helps. Tomasz Wlodek| tel 631-344-7448 Brookhaven Laboratory, Building 510M | fax 631-344-7616 Upton NY 11973-5000 | On Thu, 15 Jun 2006, Jim Robinson wrote: > Hello, > I am new to RT and we are looking at implimenting it in our company, We are > a windows based shop therefore I am trying the Win/RT version, > I have one issue that is causing a problem and cannot figure out a > resolution to it. > > When a new ticket arrives, I cannot assign the ticket to another user! I > have verified that both the queue and the group have own, Take, steal ticket > but when I bring up the ticket people field I only get Nobody! > > I would really like to get this resolved so I can go forward in the testing > phase and implimentation phase. > > Thanks for your help. > > Jim/Blacktri99 > ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] Assigning Tickets to users
I just went through this same issue yesterday. I resolved it by giving OwnTicket permissions to each user that I wanted in the list. This worked perfectly. Dan -Original Message-From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]On Behalf Of Jim RobinsonSent: June 15, 2006 10:02 AMTo: rt-users@lists.bestpractical.comSubject: [rt-users] Assigning Tickets to users Hello, I am new to RT and we are looking at implimenting it in our company, We are a windows based shop therefore I am trying the Win/RT version, I have one issue that is causing a problem and cannot figure out a resolution to it. When a new ticket arrives, I cannot assign the ticket to another user! I have verified that both the queue and the group have own, Take, steal ticket but when I bring up the ticket people field I only get Nobody! I would really like to get this resolved so I can go forward in the testing phase and implimentation phase. Thanks for your help. Jim/Blacktri99 DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Assigning Tickets to users
Hello, I am new to RT and we are looking at implimenting it in our company, We are a windows based shop therefore I am trying the Win/RT version, I have one issue that is causing a problem and cannot figure out a resolution to it. When a new ticket arrives, I cannot assign the ticket to another user! I have verified that both the queue and the group have own, Take, steal ticket but when I bring up the ticket people field I only get Nobody! I would really like to get this resolved so I can go forward in the testing phase and implimentation phase. Thanks for your help. Jim/Blacktri99___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
