Change ownership of locked tickets

[girishmungra]

i want my agents with full rw permissions to be able to change owner on tickets locked by an agent.
tried to achieve this using ACL but doesn't work.

Code: Select all

$Self->{TicketAcl}->{'Change owner on locked ticket-1'} = {
        # match properties
        Properties => {
            # current ticket match properties
            Ticket => {
                Lock => ['lock'],
            }
        },
        # return not possible options (black list)
        Possible => {
            Action => {
                AgentTicketOwner => 1,
            }
        }
    };

thanks for help

[crythias]

They should be able to do that if the have rw in the queue's group.

[girishmungra]

I confirm they do have rw on the queues. Even I as admin I can't change ownership of a locked ticket.
Any config I missed?

[crythias]

Even I as admin I can't change ownership of a locked ticket.

Button not there? Check group membership in SysConfig for Module Registration
Check ACL for owner permissions

Other error? Please describe what logs occur when you try to change owner.

[girishmungra]

Button is there for unlocked tickets only.
When locked, only the actual owner sees the 'owner' button.

In Ticket -> Frontend::Agent::ModuleRegistration
Frontend::Module###AgentTicketOwner is enabled and no group specified (default option)

and in Ticket -> Frontend::Agent::Ticket::ViewOwner

Ticket::Frontend::AgentTicketOwner###Permission is set to 'owner' (again default)

No ACL

[girishmungra]

Anything for me?

[crythias]

check owner checkbox in group membership.