This sounds like exactly what I suggested about a week ago--we ended up going with a "gateway" queue solution where GenericAgent would move messages in the queue every five minutes to the next tier level of support. We wanted agents in the first tier to have the ability to send messages to tier II but without the ability to see and respond to those tickets once they were in tier II. I will review you changes and set up a test system to see if this accomplishes what I think it does. Thanks for sharing! Paul
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pascal Gouttebel Sent: Tuesday, October 07, 2003 3:59 AM To: otrs@otrs.org Subject: [otrs] Queue permissions in otrs
Hi All,
We are running OTRS for quite while now and are increasingly satisfied with the system. Great piece of work.
However we found that the queue permissions being limitedto "ro" (read only) and "rw" (read write) are a bit restrictive. With the "MoveIntoAllQueues" switch in "Config.pm" you can allow all the agents to move to all the queues. Nice but, some of our agents abused on this feature by junking tickets they should'nt. Also as we have a lot of queues the selection box when moving tickets has a lot of entries.... That's why we thought sometimes it would be nice to be able to grant only "move" rights to an agent for a specific queue. So we decided to add a "mv" right to OTRS. We tried our best to keep the otrs logic in place (if you have "rw" you automatically have "mv"). Please post questions or have a look at the attached file.
I would like to hear from you what you think about it and if those changes could eventually become part of the OTRS core. And what can we do to help this happen.
find the changed sources here:
(See attached file: move_permission.htm)(See attached file: permission_move_1.1.3.tar.gz)
Paul Rhein & Pascal Gouttebel
Ps : If you have any question or request, please contact us : Pascal_Gouttebel@ept.lu