Markus, That is an option you can set: For most of the Agent Action actions there exist a setting "Ticket::Frontend::Agent<action>###RequiredLock", that you can set to 'No'. Either, in SysConfig search for 'RequiredLock'. Or look into Group 'Ticket', and check all the views like: Frontend::Agent::Ticket::View<Action> For instance, under the Config Options under: Ticket -> Frontend::Agent::Ticket::ViewClose You will see the option: Ticket::Frontend::AgentTicketClose###RequiredLock: [Yes] A ticket lock is required. In case the ticket isn't locked, the tickets get locked and the current agent will be set automatically as ticket owner. (Default: yes) Kind regards, Frans
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Markus Hummel Sent: donderdag 4 juni 2009 09:27 To: otrs@otrs.org Subject: [otrs] Everybody may close tickets
Hi,
It is usually permitted to only the owner of a ticket to close it or to change the priority. Our head of department needs a possibility of changing these things without becoming owner first. So there is a possibility of doing this? Is there a possibility of permitting every agent always to close tickets? Is there another temporary solution to avoid this problem?
Many thanks for your help. Best regards, Markus --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/