Re: [rt-users] Resolve ticket option not available to RT user

[Kenneth Crocker]

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] 
> > 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?
> 
> 
> 
> 
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Re: [rt-users] Resolve ticket option not available to RT user

[Alex Moura]

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?
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Re: [rt-users] Resolve ticket option not available to RT user

[Kenneth Crocker]

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
> 
> 
> 
> 
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Re: [rt-users] Resolve Ticket Option

[Justin Hayes]

Excellent - I'd not noticed that I could set the custom field  
permissions on a per-field basis. Learn something new every day :)

I guess I could put a 'Close' link next to 'Reply' that pre-selects  
the custom field. Then scrip the change to that.

Thanks!

Justin

--
Justin Hayes
Support Manager
[EMAIL PROTECTED]



On 25 Jun 2008, at 10:20, Benjamin Weser wrote:

> Hi Justin,
>
> I established the "indirect" method of changing the ticket status  
> here at our RT to get a kind of workflow. You can set permissions of  
> each CF at Configuration->Custom Fields->->Group Rights.
>
> There you are able to give your user (or better your groups) the  
> ModifyCustomField right. You won't need to set SeeCustomField or  
> ModifyCustomField globally then anymore. You just need to  
> "select" (activate) the CustomFields globally (for all queues) or on  
> queue level.
>
> Try it :)
> Ben
>
>
> Justin Hayes schrieb:
>> Hi Ben,
>>
>> Thanks for that suggestion - had forgotten you can scrip based on  
>> the change to a custom field. However can you grant permissions to  
>> specific custom fields? I have others and don't want the customer  
>> to be able to change those.
>>
>> I had been thinking somewhere along the lines of altering the  
>> SetStatus fucntion in Ticket_Overlay.pm
>>
>> It currently does this:
>>
>>#Check ACL
>>if ( $args{Status} eq 'deleted') {
>>unless ($self->CurrentUserHasRight('DeleteTicket')) {
>>return ( 0, $self->loc('Permission Denied') );
>>   }
>>} else {
>>unless ($self->CurrentUserHasRight('ModifyTicket')) {
>>return ( 0, $self->loc('Permission Denied') );
>>   }
>>}
>>
>> I was thinking about trying:
>>
>>#Check ACL
>>if ( $args{Status} eq 'deleted') {
>>unless ($self->CurrentUserHasRight('DeleteTicket')) {
>>return ( 0, $self->loc('Permission Denied') );
>>} elsif ( $args{Status} eq 'resolved') {
>># do nothing as we don't mind people resolving
>>} else {
>>unless ($self->CurrentUserHasRight('ModifyTicket')) {
>>return ( 0, $self->loc('Permission Denied') );
>>   }
>>}
>>
>> I figured that would be ok as you'd have to have the permission to  
>> see the ticket in the first place.
>>
>> Your method might be safer though, as you can permission it.
>>
>> Justin
>>
>> --
>> Justin Hayes
>> Support Manager
>> [EMAIL PROTECTED]
>>
>>
>>
>> On 25 Jun 2008, at 09:45, Benjamin Weser wrote:
>>
>>> Hi Justin,
>>>
>>> sure. Establish a custom field with the right ModifyCustomField  
>>> for the user. Use the CF to trigger a scrip which sets the ticket  
>>> to resolved.
>>>
>>> Ben
>>>
>>>
>>> Justin Hayes schrieb:
 I'd like to offer my customers an option to resolve a ticket   
 themselves, however I don't want them to have the Modify Ticket   
 permission (which I think is the one you need for changing status).

 Does anyone know of a way round this? I'm running 3.6.3

 Cheers,

 Justin

 --
 Justin Hayes
 Support Manager
 [EMAIL PROTECTED]



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>>>
>>
>

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Re: [rt-users] Resolve Ticket Option

[Benjamin Weser]

Hi Justin,

I established the "indirect" method of changing the ticket status here 
at our RT to get a kind of workflow. You can set permissions of each CF 
at Configuration->Custom Fields->->Group Rights.

There you are able to give your user (or better your groups) the 
ModifyCustomField right. You won't need to set SeeCustomField or 
ModifyCustomField globally then anymore. You just need to "select" 
(activate) the CustomFields globally (for all queues) or on queue level.

Try it :)
Ben


Justin Hayes schrieb:
> Hi Ben,
>
> Thanks for that suggestion - had forgotten you can scrip based on the 
> change to a custom field. However can you grant permissions to 
> specific custom fields? I have others and don't want the customer to 
> be able to change those.
>
> I had been thinking somewhere along the lines of altering the 
> SetStatus fucntion in Ticket_Overlay.pm
>
> It currently does this:
>
> #Check ACL
> if ( $args{Status} eq 'deleted') {
> unless ($self->CurrentUserHasRight('DeleteTicket')) {
> return ( 0, $self->loc('Permission Denied') );
>}
> } else {
> unless ($self->CurrentUserHasRight('ModifyTicket')) {
> return ( 0, $self->loc('Permission Denied') );
>}
> }
>
> I was thinking about trying:
>
> #Check ACL
> if ( $args{Status} eq 'deleted') {
> unless ($self->CurrentUserHasRight('DeleteTicket')) {
> return ( 0, $self->loc('Permission Denied') );
> } elsif ( $args{Status} eq 'resolved') {
> # do nothing as we don't mind people resolving
> } else {
> unless ($self->CurrentUserHasRight('ModifyTicket')) {
> return ( 0, $self->loc('Permission Denied') );
>}
> }
>
> I figured that would be ok as you'd have to have the permission to see 
> the ticket in the first place.
>
> Your method might be safer though, as you can permission it.
>
> Justin
>
> --
> Justin Hayes
> Support Manager
> [EMAIL PROTECTED]
>
>
>
> On 25 Jun 2008, at 09:45, Benjamin Weser wrote:
>
>> Hi Justin,
>>
>> sure. Establish a custom field with the right ModifyCustomField for 
>> the user. Use the CF to trigger a scrip which sets the ticket to 
>> resolved.
>>
>> Ben
>>
>>
>> Justin Hayes schrieb:
>>> I'd like to offer my customers an option to resolve a ticket  
>>> themselves, however I don't want them to have the Modify Ticket  
>>> permission (which I think is the one you need for changing status).
>>>
>>> Does anyone know of a way round this? I'm running 3.6.3
>>>
>>> Cheers,
>>>
>>> Justin
>>>
>>> --
>>> Justin Hayes
>>> Support Manager
>>> [EMAIL PROTECTED]
>>>
>>>
>>>
>>> ___
>>> 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
>>>
>>
>

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Re: [rt-users] Resolve Ticket Option

[Justin Hayes]

Hmm another interesting suggestion, thanks! :)

But aren't you checking that it's the owner that's doing the resolving?

if ( $Ticket->OwnerObj->Name eq $session{'CurrentUser'}->Name )

I'm after letting the customer resolve, and they won't be the owner.

Also you're calling the SetStatus function. Doesn't that check that  
you have ModifyTicket?

 } else {
 unless ($self->CurrentUserHasRight('ModifyTicket')) {
 return ( 0, $self->loc('Permission Denied') );
}
 }

Or does that code in <%INIT> run as if you're the main RT user or  
something, thus you have permission if you run SetStatus in <%INIT>?

Justin

--
Justin Hayes
Support Manager
[EMAIL PROTECTED]



On 25 Jun 2008, at 10:08, Brian Gallew wrote:

> Justin Hayes wrote:
>> I'd like to offer my customers an option to resolve a ticket   
>> themselves, however I don't want them to have the Modify Ticket   
>> permission (which I think is the one you need for changing status).
>> Does anyone know of a way round this? I'm running 3.6.3
>
> Sure.  Create
> $RTHOME/local/html/Callbacks/orbisuk/SelfService/Elements/Tabs/ 
> Default that looks something like this:
> ==CUT HERE==
> <%ARGS>
> $actions
> $Ticket
> 
> <%INIT>
> if ($Ticket) {
>  my $id   = $Ticket->id();
>  if ( $Ticket->OwnerObj->Name eq $session{'CurrentUser'}->Name ) {
>$actions->{'D'} = { path => "SelfService/Resolve.html?id=" . $id,
>title => loc('Owner Resolve') };
>  };
> }
> 
>
> %# Local Variables:
> %# mode:perl
> %# End:
> ==CUT HERE==
>
> Then you'll need to create $RTHOME/local/html/SelfService/Resolve.html
>
> ==CUT HERE==
> <%ARGS>
> $Ticket
> 
> <%INIT>
> if ($Ticket) {
>  my $id   = $Ticket->id();
>  if ( $Ticket->OwnerObj->Name eq $session{'CurrentUser'}->Name ) {
>$Ticket->SetStatus('resolved');
>  };
> }
> RT::Interface::Web::Redirect($RT::WebURL."SelfService/");
> 
>
> %# Local Variables:
> %# mode:perl
> %# End:
> ==CUT HERE==
>
> Caveat emptor: I've modeled the code after something I have running  
> which is similary, but I've never actually run it, so you may have  
> to experiment.  Especially since I don't actually do Perl.  8)
>
> Also, notice that this marks the ticket resolved without actually  
> allowing the opportunity to add any commentary.

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Re: [rt-users] Resolve Ticket Option

[Justin Hayes]

Hi Ben,

Thanks for that suggestion - had forgotten you can scrip based on the  
change to a custom field. However can you grant permissions to  
specific custom fields? I have others and don't want the customer to  
be able to change those.

I had been thinking somewhere along the lines of altering the  
SetStatus fucntion in Ticket_Overlay.pm

It currently does this:

 #Check ACL
 if ( $args{Status} eq 'deleted') {
 unless ($self->CurrentUserHasRight('DeleteTicket')) {
 return ( 0, $self->loc('Permission Denied') );
}
 } else {
 unless ($self->CurrentUserHasRight('ModifyTicket')) {
 return ( 0, $self->loc('Permission Denied') );
}
 }

I was thinking about trying:

 #Check ACL
 if ( $args{Status} eq 'deleted') {
 unless ($self->CurrentUserHasRight('DeleteTicket')) {
 return ( 0, $self->loc('Permission Denied') );
 } elsif ( $args{Status} eq 'resolved') {
# do nothing as we don't mind people resolving
 } else {
 unless ($self->CurrentUserHasRight('ModifyTicket')) {
 return ( 0, $self->loc('Permission Denied') );
}
 }

I figured that would be ok as you'd have to have the permission to see  
the ticket in the first place.

Your method might be safer though, as you can permission it.

Justin

--
Justin Hayes
Support Manager
[EMAIL PROTECTED]



On 25 Jun 2008, at 09:45, Benjamin Weser wrote:

> Hi Justin,
>
> sure. Establish a custom field with the right ModifyCustomField for  
> the user. Use the CF to trigger a scrip which sets the ticket to  
> resolved.
>
> Ben
>
>
> Justin Hayes schrieb:
>> I'd like to offer my customers an option to resolve a ticket   
>> themselves, however I don't want them to have the Modify Ticket   
>> permission (which I think is the one you need for changing status).
>>
>> Does anyone know of a way round this? I'm running 3.6.3
>>
>> Cheers,
>>
>> Justin
>>
>> --
>> Justin Hayes
>> Support Manager
>> [EMAIL PROTECTED]
>>
>>
>>
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>>
>> 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
>>
>

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Re: [rt-users] Resolve Ticket Option

[Benjamin Weser]

Hi Justin,

sure. Establish a custom field with the right ModifyCustomField for the 
user. Use the CF to trigger a scrip which sets the ticket to resolved.

Ben


Justin Hayes schrieb:
> I'd like to offer my customers an option to resolve a ticket  
> themselves, however I don't want them to have the Modify Ticket  
> permission (which I think is the one you need for changing status).
>
> Does anyone know of a way round this? I'm running 3.6.3
>
> Cheers,
>
> Justin
>
> --
> Justin Hayes
> Support Manager
> [EMAIL PROTECTED]
>
>
>
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>
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