You should be able to create tickets within queues that the user is in the same group as queue. To make it simple, RW permissions. On Sun, Jun 10, 2018, 12:01 AM Danny Josue Duran Calderon < danny.duran@telecablecr.com> wrote:
Hello,hope you can help me.
Recently I recieve an administration of one OTRS already installed, which have some configurations that I can´t understand.
For example, in new ticket we just can create ticket in one unique queue and I would like to create tickets in all the queues and it seems not to be a permissions issue.
I have two groups (users 1, users2). Users1 have the same permissions of Users2 however Users2 does not have the permissions of Users1, also I have some queues (QueueA, QueueB, QueueC, QueueD), all this config without role assignment. Queues A and B belongs to Users1 and Queues C and D belongs to Users2. Basically this is the config I have however all the agent no matter wich group belongs just can create tickets in Queue D, wich belongs to Users2.
Leave some examples:
Queues:
Permissions of my user:
And just appear this queue to create tickets:
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