[otrs] How an agent can see notifications of his tickets

[Antonio Sarmiento]

Hi Gabriele:

But in your case the agente must work with agent and customer frontend 
depending of the role in the moment ??
But the agent are working during the day in their frontend and if they (OTRS 
minds) thought in this case and a Ticket::AgentCanBeCustomer parameter was 
defined  I think perhaps exists better way to do that

Thanks for your respond Grabiele and Happy New Year

Antonio


> Message: 3
> Date: Thu, 3 Jan 2008 21:54:43 +0100
>From: "Gabriele D'Andrea" <gabriele.dandrea at ecohmedia.com>
> Subject: Re: [otrs] How an agent can see notifications of his tickets
> 	generated as customer?
> To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
> Message-ID: <009701c84e4a$ddd465d0$8e04a8c0 at nettezza>
> Content-Type: text/plain; format=flowed; charset="iso-8859-1";
> 	reply-type=response
> 
> Donnow if it's the right way, but I've configured my system this way:
> for every agent that needs to be customers as well, I created a 
> corresponding customer (same username and e-mail address), this way I can 
> assign different permissions (customer related and user related).
> 
> Hope this helps
> Gabriele
> 
> ----- Original Message ----- 
>From: "Antonio Sarmiento " <asarmiento at mi.cl>
> To: <otrs at otrs.org>
> Sent: Friday, December 28, 2007 1:42 AM
> Subject: [otrs] How an agent can see notifications of his tickets generated 
> as customer?
> 
> 
> Hello:
> 
> I activate in sysconfig parameter Ticket::AgentCanBeCustomer: to YES.
> But I have the problem how this agent can see the notifications sended by 
> OTRS
> ?? because the only diference in the screen of his tickest is a link for
> follow up.
> 
> Think in the case the agent doesn´t have access to the queue ??
> 
> Thanks
> 
> Antonio