Try this http://doc.otrs.org/3.0/en/html/acl.html.

Kind regards

Jan

2013/8/27 Guillermo Alberto Rosas Pereira <guillermo.rosas@softtek.com>

I have several ticket STATES, which for type OPEN are: 

·         Open successful

·         Open

·         Open by X

·         Open by Y

How can I configure the Next Ticket State field on “Agent Ticket Phone” to show ONLY one of those states and not the whole OPEN category. From Sysconfig, I can only configure the Next Ticket State to show or hide a whole category: Ex: hide ALL states configured as type OPEN  or show ALL states configured as type CLOSED, etc.

 

I need to show only the state OPEN SUCCESFUL, but not the rest of the states configured as type  OPEN.

 

I will appreciate your help .

 

 

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