Hi,
Found the reply myself!
unselect the answer of that particular queue in [ Responses <-> Queue ] and that particular queue will not show answer option anymore to the agent.
regards,
amit
--- On Sat, 6/3/10, Amit Sharma <amit_spl@yahoo.com> wrote:
From: Amit Sharma <amit_spl@yahoo.com>
Subject: [otrs] Ticket Reply and Move by Coordinator
To: otrs@otrs.org
Date: Saturday, 6 March, 2010, 1:02 PM
HI,
I have a master queue called A where all ticket comes. Coordinator moves these tickets to sub queues (B, C, D ...)
I would like to know how to configure OTRS such that coordinator has only rights to move the tickets to queues by should not be able to reply to any of the tickets from queue A.
i.e. if a ticket has to be answered it should not be answered when it is in queue A.
Please help.
regards,
amit
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