3.6. Assigning a Ticket

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Tickets can have an owner the user responsible for working on the ticket or for coordinating the work. To assign a ticket to someone, go to the People form from the ticket display page, and select the user from the Owner drop-down list, as shown in Figure 3-7. This list contains the usernames of all the users allowed to own tickets in the ticket's current queue.

Figure 3-7. Assigning a ticket

You can assign only tickets that you own or that are unowned. If you need to reassign a ticket that you do not own, you can steal the ticket and then assign it to someone else. Tickets you can steal will display a Steal link next to Reply and Comment in the upper right corner of the ticket display page. Not all users have access to steal tickets, see "ACL" in Chapter 8.

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    RT Essentials
    RT Essentials
    ISBN: 0596006683
    EAN: 2147483647
    Year: 2005
    Pages: 166

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