[SOLVED] locking a ticket and take ownership

[Giulio Soleni]

Hi,

I'm testing OTRS 3.0.6

I set up some agents with full rw permissions on a queue.
As expected, as soon as a ticket is created, everyone receive a notification and can lock the ticket and/or reply to the ticket, thus becoming the owner of the ticket.

Each other agents (not the owner) that still can access the ticket (e.g. via the dashboard or another view) cannot reply to the ticket (and that's correct, as the ticket is locked by one specific agent) BUT they can change the ownership of the locked ticket thus bypassing the lock, becoming the owner and taking the full control of the ticket.

I cannot tell if that is due to a bug or a wrong setting in the permission, however I would like that the "change ownership" permission could be allowed for unlocked ticket only, or at least I would like to let this permission set for e.g. one admin agent, not just for every agent with rw access to the ticket.

Is there any configuration in sysconfig that I have missed, or should I maybe go through an ACLs to accomplish this?

Thank you in advance,
Giulio

[crythias]

ACLs or group permission.

[Giulio Soleni]

Hi crythias and thankyou for the fast reply.
I think I will use ACL, but I would like to add something:

1.
On the Ticket -> Frontend::Agent::Ticket::ViewOwner
The first parameter is Ticket::Frontend::AgentTicketOwner###Permission and is set to "owner" by default.
On the explanation we can read:
"Required permissions to use the ticket owner screen of a zoomed ticket in the agent interface"
That could solve my issue: allow only the present owner of a ticket to change the ownership of that ticket.
I misunderstood the meaning of this setting?

2.
If I set group permissions I cannot separate the permission to reply to a ticket (that as far as I know is granted only if I assign a full rw permission) from the "change owner" permission.
I mean, it is not possible to have a setting like:
RO [x] MOVE_INTO [x] CREATE [x] NOTE [x] OWNER [ ] PRIORITY [x] RW [x]
because, as soon as I set RW [x] all other permissions are also set.

[Giulio Soleni]

I have tried this:

Code: Select all

$Self->{TicketAcl}->{'ACL-Name-1'} = {
        # match properties
        Properties => {
            # current ticket match properties
            Ticket => {
                Lock => ['lock'],
            }
        },
        # return not possible options (black list)
        PossibleNot => {
            Action => {
                AgentTicketOwner => 0,
            },
        },
    };

with no success

I'm trying to disable "Owner" action for locked ticket.

May you please help?

[ferrosti]

Have a look at Core::Ticket => System::Permission
There you will be able to specify more permissions, just as you need them.

One problem I had in an older version is that as soon as you remove the 'owner' permission from an agent he will not be able to lock tickets in this queue, since a lock also changes owner to the one who locks it. Even worse, if you have set the system to autolock in view, you won t even be able to view the ticket.

[Giulio Soleni]

The solution to my question

Code: Select all

$Self->{TicketAcl}->{'ACL-Name-1'} = {
        # match properties
        Properties => {
            # current ticket match properties
            Ticket => {
                Lock => ['lock'],
            }
        },
        # return not possible options (black list)
        Possible => {
            Action => {
                AgentTicketOwner => 0,
            },
        },
    };

That is... I had to change from PossibleNot to Possible un the ACL.
In that way I disable the "Change Ownership" action for all locked tickets.

[mshi]

Nice Tip, I booked it.

Mshi