Hareendra,
Regarding question #1. I don't think you can restrict ticket articles from
specific agents. If an agent has read only (ro) and/or read write (rw) to a
group to which a queue belongs, that agent will be able to see everything.
If you don't want an agent to see any information about a certain ticket,
make sure that ticket is in a queue in which the agent does not have any
privileges.
Regarding question #2. There does not seem to be an X-OTRS header in
the *PostMaster
Filters* options, where one could automatically assign an agent as an owner
to an incoming email. But you can create a generic agent job that does
that. You could create a Postmaster Filter that moves an incoming email
ticket to a specific queue, then create an generic agent job that assigns
any ticket in that queue to a specific agent.
If there is a more efficient way of doing this, I would be interested in
knowing how.
-Handsome Bob
On Fri, Apr 22, 2011 at 12:29 AM, Hareendra Pelige
Hi can you help on the following since I am new to the OTRS tool.
is this tool support following. If so, can you share the details to set up (samples would be fine) 1. Can we restrict showing certain texts (body parts) in the tickets for a set of users? 2. I know that OTRS can be configured to create tickets from mails automatically. Is there a way to assign such ticket to someone automatically. simply, I need to create a ticket and assign it to someone automatically.
Thanks Hareendra
--------------------------------------------------------------------- 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
-- A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently, die gallantly. Specialization is for insects. -Robert A Heinlein