[rt-users] Resolve ticket option not available to RT user
Greetings, One of our RT user accounts does not have the option to resolve tickets available in one specific queue, even tough we did put the account in the a group that other users belong and they don't have this limitation in the queue. Which permissions we should verify to make this user account (or group) to have the permission to resolve tickets? Thanks in advance ___ 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] Resolve ticket option not available to RT user
Alex, Two things, one is that the user must be a member in the group that has the required rights to that queue, the second is the ModifyTicket right must be given to that group for that queue. I assume they already have SeeQueue, OwnTicket, etc. Hope this helps. Kenn LBNL On 10/31/2008 11:07 AM, Alex Moura wrote: Greetings, One of our RT user accounts does not have the option to resolve tickets available in one specific queue, even tough we did put the account in the a group that other users belong and they don't have this limitation in the queue. Which permissions we should verify to make this user account (or group) to have the permission to resolve tickets? Thanks in advance ___ 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] Resolve ticket option not available to RT user
On 2008/10/31 Kenneth Crocker [EMAIL PROTECTED] wrote: Alex, Two things, one is that the user must be a member in the group that has the required rights to that queue, the second is the ModifyTicket right must be given to that group for that queue. I assume they already have SeeQueue, OwnTicket, etc. Hope this helps. Thanks Kenn, Yes, the user can see the queue and update tickets. It only cannot resolve tickets. I've confirmed that RT says the user account is a member of the group that has rights to the queue. I just made a test including a test account in the same group, with same results: the resolve ticket option does not show up. The group rights for queue page says that the group the user belongs has these rights: AssignCustomFields CommentOnTicket CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowScrips ShowTemplate ShowTicket ShowTicketComments I thought the permissions above would be enough... Would it be that the user account itself need to have the ModifyTicket permission? ___ 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] Resolve ticket option not available to RT user
Alex, No, the USer Does not need any rights assigned if they are already in a group with the correct rights. From your list, the correct rights has been granted, so there must be something else wrong. What is the error message you get? Kenn LBNL On 10/31/2008 12:46 PM, Alex Moura wrote: On 2008/10/31 Kenneth Crocker [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Alex, Two things, one is that the user must be a member in the group that has the required rights to that queue, the second is the ModifyTicket right must be given to that group for that queue. I assume they already have SeeQueue, OwnTicket, etc. Hope this helps. Thanks Kenn, Yes, the user can see the queue and update tickets. It only cannot resolve tickets. I've confirmed that RT says the user account is a member of the group that has rights to the queue. I just made a test including a test account in the same group, with same results: the resolve ticket option does not show up. The group rights for queue page says that the group the user belongs has these rights: AssignCustomFields CommentOnTicket CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowScrips ShowTemplate ShowTicket ShowTicketComments I thought the permissions above would be enough... Would it be that the user account itself need to have the ModifyTicket permission? ___ 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
