RE: [otrs] More sophisticated ACLs?
Martin Edenhofer wrote:
On Mon, Apr 05, 2004 at 11:17:40AM -0600, Tyler Hepworth wrote:
$Self->{'System::Permission'} = ['ro', 'move_into', 'create', 'note', 'close', 'pending', 'owner', 'priority', 'customer', 'freetext', 'forward', 'bounce', 'move', 'rw'];
If I revoke the right 'owner' won't that make it impossible for an agent to claim tickets for themselves / work on the ticket?
Not exactly. The do not have the right to claim the ownership, as well as give ownership to s.o. else.
Apologies if this seems trivial. So, it is possible that the agent is NOT the owner but can still work on a ticket owned by someone else?
No. You need to be the owner to work on a ticket.
How then, do I allow an agent to take ownership for self but not assign ownership to others? I want agents to be able to take tickets and own them, but not be able to assign them to others. This will help prevent "pass the buck" syndrome. Thanks, Tyler Hepworth
On Mon, Apr 05, 2004 at 11:58:42AM -0600, Tyler Hepworth wrote:
On Mon, Apr 05, 2004 at 11:17:40AM -0600, Tyler Hepworth wrote:
$Self->{'System::Permission'} = ['ro', 'move_into', 'create', 'note', 'close', 'pending', 'owner', 'priority', 'customer', 'freetext', 'forward', 'bounce', 'move', 'rw'];
If I revoke the right 'owner' won't that make it impossible for an agent to claim tickets for themselves / work on the ticket?
Not exactly. The do not have the right to claim the ownership, as well as give ownership to s.o. else.
Apologies if this seems trivial. So, it is possible that the agent is NOT the owner but can still work on a ticket owned by someone else?
No. You need to be the owner to work on a ticket.
How then, do I allow an agent to take ownership for self but not assign ownership to others? I want agents to be able to take tickets and own them, but not be able to assign them to others. This will help prevent "pass the buck" syndrome.
Yes. 'owner' -> allows assign ownership to other agents (for existsing tickets).
Tyler Hepworth
Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
participants (2)
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Martin Edenhofer -
Tyler Hepworth