[otrs] Prevent auto assign/lock

Michiel Beijen michiel.beijen at gmail.com
Wed Jul 27 14:12:57 GMT 2011


yes, tickets don't lock if you just view the ticket. And you can
configure whether or not they lock if you add notes, change priorities
etc; you can configure that in the SysConfig.

--
Mike

On Wed, Jul 27, 2011 at 15:43, Gadow, Shawn <sgadow at ocusd.net> wrote:
> The users have RO/Note/Priority Change permissions currently.. Does the ticket only lock when they change the priority but not when they just view a ticket?
>
> -----Original Message-----
> From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Michiel Beijen
> Sent: Tuesday, July 26, 2011 2:22 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Prevent auto assign/lock
>
> Hi Shawn,
> you could use an ACL to control which permission group you need to have in order to lock it. ACLs are very powerful but need to be put in a configuration file (using a text editor) to make it work.
>
> You can find examples here; http://doc.otrs.org/3.0/en/html/acl.html
>
> Also, maybe you can do with just adding RO and Note permissions to the users that aren't supposed to have the tickets locked?
> --
> Mike
>
> On Tue, Jul 26, 2011 at 18:43, Gadow, Shawn <sgadow at ocusd.net> wrote:
>> I would like to prevent auto assigning/locking of tickets when opened
>> by anyone not in the admin group.. anyone in specific groups would
>> work as well or even by specific user as I only have a list of about 6
>> agents in a specific group that I don’t want to auto lock/assign
>> tickets to when they open the tickets
>>
>>
>>
>> Shawn Gadow
>>
>> Network Administrator
>>
>> Oregon CUSD 220
>>
>>
>>
>> “Security is when everything is settled. When nothing can happen to you.
>> Security is the denial of life.” – Germaine Greer
>>
>>
>>
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