Re: [otrs] How an agent can see notifications of his tickets

11 Jan 2008

      Well,
I've enabled Ticket::AgentCanBeCustomer parameter too.
In my environment, agents can manage every ticket through the agent 
front-end, though for the tickets for which they are customers, they can 
only post follow-ups.

Gabriele

----- Original Message ----- 
From: "Antonio Sarmiento " 
To: 
Sent: Friday, January 04, 2008 3:45 PM
Subject: Re: [otrs] How an agent can see notifications of his tickets

Hi Gabriele:

But in your case the agente must work with agent and customer frontend
depending of the role in the moment ??
But the agent are working during the day in their frontend and if they (OTRS
minds) thought in this case and a Ticket::AgentCanBeCustomer parameter was
defined  I think perhaps exists better way to do that

Thanks for your respond Grabiele and Happy New Year

Antonio
...
Message: 3
Date: Thu, 3 Jan 2008 21:54:43 +0100
From: "Gabriele D'Andrea" 
Subject: Re: [otrs] How an agent can see notifications of his tickets
generated as customer?
To: "User questions and discussions about OTRS.org" 
Message-ID: <009701c84e4a$ddd465d0$8e04a8c0@nettezza>
Content-Type: text/plain; format=flowed; charset="iso-8859-1";
reply-type=response
Donnow if it's the right way, but I've configured my system this way:
for every agent that needs to be customers as well, I created a 
corresponding customer (same username and e-mail address), this way I can 
assign different permissions (customer related and user related).
Hope this helps
Gabriele
----- Original Message ----- 
From: "Antonio Sarmiento " 
To: 
Sent: Friday, December 28, 2007 1:42 AM
Subject: [otrs] How an agent can see notifications of his tickets 
generated as customer?
Hello:
I activate in sysconfig parameter Ticket::AgentCanBeCustomer: to YES.
But I have the problem how this agent can see the notifications sended by 
OTRS
?? because the only diference in the screen of his tickest is a link for
follow up.
Think in the case the agent doesn´t have access to the queue ??
Thanks
Antonio

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