[SOLVED]Only let owner change responsible

[Eggllo]

Hi everyone,

I'm just wondering if there's a way, through ACL or sysconfig or any other way, to restrict the option of changing the owner and responsible of the ticket to the current owner/responsible (we have it set up so that they are the same). We don't want agents to be able to change responsible or owner if they aren't currently the owner, but we do want to let the current owner/responsible set this to, as an example, pass it off to another agent so that they could then work on it.

Thanks for any help.

[wurzel]

Hi,

AFAIR this is not possible.
The owner permission is the right to become the onwer, and also dispatch to another.
And so by disabling one function (via ACL or Permissions) you disable the function for all.
So disabling the owner permission, no one will become owner in future. I think, it can not work.

Why shouldn't it be possible to become the owner? I would recommend this a mandatory function. What if the owner is ill? You MUST take ownership.



Flo

[Eggllo]

Thanks for the info, I was kind of thinking this would be the case, but it's not something that is urgent or affecting us that much.

We do have pretty short unlock timers and ideally we would have had that allow people to change owners once more, we just didn't want people to be able to take over a locked ticket by becoming the owner.

[wurzel]

Hi,

then tell your people: "Don't do this"

or you can use ACL
Properties
Owner != UserID=1

PossibleNot AgentTicketOwner


and if your unlock time is reached - unlock the ticket and set owner to UserID=1

Flo

[Eggllo]

I think we will probably just go with your suggestion of "Don't do this"

We do still want to let people who currently own the ticket to pass it off to someone else and make someone else the owner, and unless I'm wrong I think your second suggestion would disable that. Like you said, disabling one would disable them all.

Thanks so much for the help!