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Chuck Hagenbuch | 21 Sep 2005 20:17
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Re: Setup question

Quoting Paul Hancock <paulh1221 <at> yahoo.com>:

> The concept was that someone could post a ticket in the new
> tickets area.  Any representative (including non-admin) could
> then move the ticket to the proper queue for further attention.
> At the time I set this up, non-administrators could move
> tickets, which was ideal, since I did not want
> non-administrators having the ability to change the whups
> settings, only to move tickets around.  Unfortunately, Set Queue
> is now an administrator-only function.

Not that this helps you, but Set Queue has never _intentionally_ been 
available to non-admins. :)

> Are there any suggestions on how I can accomplish the same thing
> that I've outlined above with the current code?  If it were
> possible to set visibility on a ticket by ticket basis, an
> authorized representative could limit visibility to only the
> sensitive tickets.  I did not see a way to do that, though.

No, permissions are queue-based, not individual ticket-based.

What would people think of allowing users to move tickets between any 
queues that they have write access to? Set Queue was admin-only in the 
past because it can mean changing the type of a ticket as well, but the 
UI walks you through all necessary changes and makes sure the ticket is 
still valid in the new queue, so I don't think that's a concern.

-chuck
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Rodion Serebryakov | 22 Sep 2005 00:35

Re: Setup question

Chuck Hagenbuch wrote:

> What would people think of allowing users to move tickets between any 
> queues that they have write access to? Set Queue was admin-only in the 
> past because it can mean changing the type of a ticket as well, but the 
> UI walks you through all necessary changes and makes sure the ticket is 
> still valid in the new queue, so I don't think that's a concern.

I think, this would be very useful.

I get requests to move tickets from one queue to another often enough to
wish for owners' ability to do it on their own.
Some of the times the need to move tickets is there because of the
requester's lack of understanding of which queue suits the problem best,
and other times it's because the ticket evolves to a whole different
animal over time.

Sometimes I have to change the requester, too (micro-surgery on the
database).  Maybe, that is something that admin should be allowed to do?

Rodion
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Chuck Hagenbuch | 22 Sep 2005 00:52
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Re: Setup question

Quoting Rodion Serebryakov <rserebryakov <at> browncorp.com>:

> Sometimes I have to change the requester, too (micro-surgery on the
> database).  Maybe, that is something that admin should be allowed to do?

Feel free to create an enhancement request for this, especially if 
others would find it useful...

-chuck

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Onyx Raven | 22 Sep 2005 00:48
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Re: Setup question

On 9/21/05, Rodion Serebryakov <rserebryakov <at> browncorp.com> wrote:
> Chuck Hagenbuch wrote:
>
> > What would people think of allowing users to move tickets between any
> > queues that they have write access to? Set Queue was admin-only in the
> > past because it can mean changing the type of a ticket as well, but the
> > UI walks you through all necessary changes and makes sure the ticket is
> > still valid in the new queue, so I don't think that's a concern.
>
> I think, this would be very useful.
>
> I get requests to move tickets from one queue to another often enough to
> wish for owners' ability to do it on their own.
> Some of the times the need to move tickets is there because of the
> requester's lack of understanding of which queue suits the problem best,
> and other times it's because the ticket evolves to a whole different
> animal over time.
>
> Sometimes I have to change the requester, too (micro-surgery on the
> database).  Maybe, that is something that admin should be allowed to do?

I have to do some of the same things.

What about instead of the write access, the Assign access would be
able to Assign to queues as well as people?  In the way whups is set
up, queues also set responsibilities, so this sort of makes sense.

Right now I've got way too many people in the Admin permissions groups
because they need to be able to change queue assignments.  A more
granular way to assign that permission would be quite valuable.
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Jan Schneider | 21 Sep 2005 23:25
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Re: Setup question

Zitat von Chuck Hagenbuch <chuck <at> horde.org>:

> What would people think of allowing users to move tickets between any
> queues that they have write access to? Set Queue was admin-only in the
> past because it can mean changing the type of a ticket as well, but the
> UI walks you through all necessary changes and makes sure the ticket is
> still valid in the new queue, so I don't think that's a concern.

That would mean that guest could also change queues, right? I 
personally don't think it's a problem, I just want to make it clear. 
Fine by me.

Jan.

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Chuck Hagenbuch | 22 Sep 2005 00:54
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Re: Setup question

Quoting Jan Schneider <jan <at> horde.org>:

> That would mean that guest could also change queues, right? I
> personally don't think it's a problem, I just want to make it clear.
> Fine by me.

To anything they could Update.

-chuck

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Kevin M. Myer | 21 Sep 2005 23:54

Re: Setup question

Quoting Jan Schneider <jan <at> horde.org>:

> Zitat von Chuck Hagenbuch <chuck <at> horde.org>:
>
>> What would people think of allowing users to move tickets between any
>> queues that they have write access to? Set Queue was admin-only in the
>> past because it can mean changing the type of a ticket as well, but the
>> UI walks you through all necessary changes and makes sure the ticket is
>> still valid in the new queue, so I don't think that's a concern.
>
> That would mean that guest could also change queues, right? I
> personally don't think it's a problem, I just want to make it clear.
> Fine by me.

Until you have some joker go through and change the queues on all the tickets
that are guest-readable..  Having it be configurable to give guests that
privilege would be ok (because maybe some admin wants that to happen), but
essentially, allowing a guest to move a ticket to any visible queues shouldn't
be a default privilege.  That should be a default admin or technician 
function,
only, at least here it is (but with a different ticket system).  How annoying
would it be if I requeued all the bugs.horde.org tickets in other 
queues? Presumably I have write access to all the modules/queues there 
(since I can
create a ticket in any of them), so this change would allow me to do 
that, no? But I might not understand your proposal either.. (but then 
again, I think
relying on unauthenticated guest access, with an easily spoofed email key can
be problematic too :)
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Chuck Hagenbuch | 22 Sep 2005 00:53
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Re: Setup question

Quoting "Kevin M. Myer" <kevin_myer <at> iu13.org>:

> Until you have some joker go through and change the queues on all the tickets
> that are guest-readable.

Not readable. Writable. Able to use "Update".

> How annoying would it be if I requeued all the bugs.horde.org tickets 
> in other
> queues?

Extremely. If you find a way to do it, please don't.

-chuck

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