Lars Jørgensen wrote:
I've searched through the documentation and tried out my luck with permissions but I'm stumped.
Scenario: We have some agents and a supervisor. We have a Helpdesk Queue and each agent has a sub-queue in that Queue as follows:
Helpdesk - Adam's queue - Eve's queue
Tickets arrive in the Helpdesk queue. The Supervisor assigns tickets to either Adam's or Eve's queue. Adam and Eve should not be able to reassign tickets to other queues.
I have tried to use the permissions on the agents to do this. If I choose *anything* other than "rw", the agents can't even see any tickets and I can't assign ownership of tickets to the agents. If I give an agent "rw" then all other permissions automatically become invoked and they can move tickets to other queues which I don't want them to.
What am I missing?
I would just solve this without setting up separate queues for Adam and Eve. Why not just use one queue and let the supervisor assign tickets to either Adam of Eve? Nils Breunese.