Hareendra,<br><br>Regarding question #1.  I don&#39;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&#39;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.<br>
<br>Regarding question #2.  There does not seem to be an X-OTRS header in the <b>PostMaster Filters</b> 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.<br>
<br>If there is a more efficient way of doing this, I would be interested in knowing how.<br><br>-Handsome Bob<br><br><br><br><div class="gmail_quote">On Fri, Apr 22, 2011 at 12:29 AM, Hareendra Pelige <span dir="ltr">&lt;<a href="mailto:hareendra@gmail.com">hareendra@gmail.com</a>&gt;</span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">Hi <br>can you help on the following since I am new to the OTRS tool.<br><br>is this tool support following. If so, can you share the details to set up (samples would be fine)<br>
1. Can we restrict showing certain texts (body parts) in the tickets for a set of users?<br>
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.<br>simply, I need to create a ticket and assign it to someone automatically.<br>

<br>Thanks<br><font color="#888888">Hareendra<br>
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