Hi Erik,
Now if I add them to the users group, they are able to send the ticket to the helpdesk, but they then have users rights, and can read and work tickets.
Is there a way to either add a list of "Authorized address" or free type in a address? For the PhoneView only?
I'm not sure if I fully understand what you're trying to do, but this seems related to a recent problem I had with OTRS. In my particular case, we created a "tiered" system where less trained "first responders" would examine incoming tickets and then send them off to more specialized queues monitored by people who were trained in specific areas or departments. The problem was that we would have to grant them access to each of these queues in order to let them move tickets into them. Paul Rhein & Pascal Gouttebel posted something on October 7th that attempts to circumvent this problem by adding a "move" permission flag. What I did was to create queues accessible only to those first responders and set up a GenericAgent rule that moves any tickets in each of these "special" queues to the appropriate queue. For example, I created a queue called "Forward to Billing" that only the first responders have access to (no reason to show it to Billing and get them all confused). GenericAgent runs every five minutes or so, and moves any messages in this queue into the real Billing queue without giving those first responders access to the actual queue itself. It seems though that in some cases, (i.e. when searching) any agent can see the text of tickets regardless of permissions. I'm assuming this is a bug, however. Best wishes, Paul