Re: [rt-users] ModifyTicket required to close tickets?
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) 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 :-( 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
Re: [rt-users] ModifyTicket required to close tickets?
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
Re: [rt-users] ModifyTicket required to close tickets?
On Jul 27, 2009, at 11:57 AM, Kevin Falcone wrote: 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. The problem is that anywhere from 2 to 22 people can work on a ticket throughout it's lifetime, and it's not a think about who owns it kind of thing. It's just in the queue, answer it next methodology for most tickets. So a person will click to open a ticket, then click to reply... then realize they need to take ownership to resolve it and have to back out, steal the ticket and then reply. 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. Because this topic matters to me a lot, if you'd be willing to toss out requirements for the patch I might be able to take it on next week, after I do the long-delayed mail headers rewrite. -- 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
[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
