Re: [otrs] Prevent auto assign/lock

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 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@otrs.org [mailto:otrs-bounces@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 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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