Hi!
I would like to avoid having the same number of groups as those of queues.
My idea of grouping is to have people from the same department (e.g. IT) but these should only have access according to their duties (e.g. queue “hardware” vs “software”).
If that’s not possible I will define the same groups as queues and I will put people their accordingly.
Regards,
G.
From: otrs [mailto:otrs-bounces@lists.otrs.org] On Behalf Of Gerald Young
Sent: Friday, September 09, 2016 4:17 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Limit user access on specific queues
You *can* build ACLs, but why repeat the functionality that the groups provide?
On Fri, Sep 9, 2016 at 2:04 AM, Dimitrakakis Georgios mailto:gdimitrakakis@pancretabank.gr> wrote:
Hello!
I would like to know if it’s possible to limit the agents’ access on specific part of queues.
My understanding so far is that when you create a queue you assign a group to it.
Then on agent’s management you can select on which groups this agent belongs to and you can also specify the agents’ queues under “My Queues”
But that gives to the agent access to all queues under that group and not only those under “My queues” (for the agent).
For example let’s assume that we have a group called “IT” on which there are two queues “Software” and “Hardware”
Some agents have under “My queues” the “software” (let’s call this “agent_sw”) while others the “hardware” (let’s call this “agent_hw”) option but all them are under the “IT” group.
When “agent_sw” logs in to the system he can see all the tickets for the “IT” group including those created to “hardware” queue. This is what I would like to prevent/protect.
Is this somehow possible without creating different groups for every queue?
Best regards,
G.
______________________________________________________________________________
Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας.
The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
______________________________________________________________________________
Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας.
The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank
