On Mon, Apr 05, 2004 at 11:17:40AM -0600, Tyler Hepworth wrote:
$Self->{'System::Permission'} = ['ro', 'move_into', 'create', 'note', 'close', 'pending', 'owner', 'priority', 'customer', 'freetext', 'forward', 'bounce', 'move', 'rw'];
If I revoke the right 'owner' won't that make it impossible for an agent to claim tickets for themselves / work on the ticket?
Not exactly. The do not have the right to claim the ownership, as well as give ownership to s.o. else.
Apologies if this seems trivial. So, it is possible that the agent is NOT the owner but can still work on a ticket owned by someone else?
No. You need to be the owner to work on a ticket. You just can add notes to a ticket. Noting else. Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!