Re: [otrs] Customer/Group Mapping

Correct me if I am wrong... The RW permission is only to that group and extends to the queue associated with that group. Hence, this allows a customer to open and close cases in that queue. However, the other permissions are more global like changes owenership, etc... If this is right, is there a way to set a more specific permissions on that queue like disable closing or reopening a ticket? Thanks for your help. On Tue, Jul 2, 2013 at 4:15 AM, Steven Carr wrote:

It's not a proper use case. The customer should not have access to those abilities, that is the job of an agent. A customer submits a ticket and expects a response, he/she is agnostic to the process of managing the ticket.

Steve

On 2 July 2013 02:39, Roman Gelfand wrote:

...

While agent/group mapping has a full array of fine-grained of permissions, the customer/group access permission only shows RO or RW. Is there a way to add permissions like change owner, move to queue, etc..?

If this is not a proper use in case of customer/group, please, let me know.

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