AW: [otrs] changing queue to a ticket

[Daniele]

Great. Thank you Daniel.
You were really clear and I applied whatever you suggested. (I had some 
missing click into my previous setup.)
Now I have to wait for feedback of "my" agents to know if it actually works.

In the meantime... I still use OTRS 2.2.3 on debian server.
I am waiting for the update of the .deb package but I still can't see it 
on the web.
How can I upgrade my installation?

Thank you in advance.
Daniele

Obee, Daniel ha scritto:
> Hi Daniele,
>
> I'm not too sure, but I think you're mixing up somthing here.
>
> If you are dealing with roles, the setup should be:
>
> User 
> -- is member of --> 
> Role 
> -- has certain rights to different -->
> groups 
> --which contain-->
> queues
>
> (I'd prefer a 1:1 relation between groups and queues not to get totally
> nuts.)
>
> So, a setup could be:
> Queue Q_1 is associated with Group G_1
> Queue Q_2 is associated with Group G_2
> Queue Q_3 is associated with Group G_3
>
> Role R_1 has r/w rights to G_1
> Role R_2 has r/w rights to G_2
> Role R_3 has r/w rights to G_3
>
> User1 is member of R_1
> User2 is member of R_2
> User3 is member of R_3
>
> Now you either give
> R_1 - R_3 additional move_into on G_1 - G_3
>
> or you create an additional role R_moveinto with
> move_into rights on G_1 - G_3 and make User1-3 member of this role too.
>
> Hope that helps!
>
> Greetz,
>
>
> Daniel
>
> -----Original Message-----
> From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of
> Daniele
> Sent: Donnerstag, 6. Dezember 2007 13:59
> To: User questions and discussions about OTRS.org
> Subject: Re: AW: [otrs] changing queue to a ticket
>
> Thank you very much.
>
> I was thinking to it, too.
> I added a new role: "ticket_move".
> Then I selected: [ Roles <-> Groups ]
> and then, again, the name of my role ("ticket_move").
>
> Now I am in front of a table with as much rows as the number of my 
> groups and 6 columns.
> The 6 columns header are (as you already know): create, move_into, 
> owner, priority, ro and rw
>
> For each cell of the table I have a check box.
>
> What does this mean?
> -> "ticket_move" role can give "ro" rights to user of group 1 and 
> "move_into" right to user of group 2?
>
> -> And then, if I add "move_into" role to group 2, users of group 2 will
>
> be allowed to move tickets into which queue?
>
> Thank you in advance
> Ciao.
> Daniele
>
> Obee, Daniel ha scritto:
>   
>> Hi Daniele.
>>  
>> Thats exactly what the 'move into' permission is designed for. Just 
>> give the agents 'move into' permissions to all the other queues in 
>> question - thats it.
>>  
>> Greetz,
>> Daniel
>>
>>
>>     
> ------------------------------------------------------------------------
>   
>> *Von:* otrs-bounces at otrs.org im Auftrag von Daniele
>> *Gesendet:* Do 06.12.2007 12:11
>> *An:* otrs at otrs.org
>> *Betreff:* [otrs] changing queue to a ticket
>>
>> I have a problem I try to explain simplifying it as much as I can.
>>
>> I have some queues in my otrs.
>> Agents of each queue are not allowed to work on the queue they are not
>> specifically assigned to. Each agent is assigned to ONLY ONE queue. In
>> other words, each agent must work on his specific queue AND NOT ON THE
>> OTHERS.
>>
>> A customer sent, by mistake, a ticket to a wrong queue.
>> How can the agent of the reached queue move the request of ticket to a
>> different queue if he/she is not allowed to see them?
>>
>> How can I solve this problem?
>>
>> Thank you in advance.
>> Daniele
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>>
>>     
>
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