Ta MV, that's the way it appears to me. Queues listed in "My Queues"
under preferences for an Agent cannot be changed in preferences, they
are there automatically depending on what queues are set for an agent
under Users<>Groups.
It does not seem possible to me to give an agent access to say queues
A,B,C,D,E & F (but not 'Admin' queue) but to have that agent notified by
email of new/changed tickets for only queues A & D. <---- This is what I
am trying to accomplish. Is there any way to be able to do this? Maybe
by some other method than the default notifications under the user
preferences?
Thanks
J
Subject:
Re: [otrs] Access to many Queues but notifications of only some Queues
From:
Marco Vannini
Date:
Sat, 20 Jun 2009 12:36:46 +0200
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"User questions and discussions about OTRS."
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Not exactly. Queues listed in "my queue" are the once for that the agent
has authorization, at least ro (if I remember well). Selection activates
just notification for events on the queue to agent. But I could not have
understood the problem.
Ciao.
MV
On Sat, Jun 20, 2009 at 10:55 AM, J mailto:otrslist.2006@mymail.isbest.biz> wrote:
Thanks Marco
I have tried that and unfortunately it seems to mean that the user
no longer has any access to the deselected queues from the web
interface, not just notifications.
I was hoping there would be some way to get notifications only for
some queues but still be able to access and see other queues from
the web interface.
Is there a way to turn notifications off generally for a user, but
have notifications sent in some other way?
Regards
J
Date: Fri, 19 Jun 2009 12:44:16 +0200
From: Marco Vannini mailto:marco.vannini@gmail.com>
Subject: Re: [otrs] Access to many Queues but notifications of only
some Queues
To: "User questions and discussions about OTRS." mailto:otrs@otrs.org>
Message-ID:
<7bd09e660906190344m66ee5c96y29d60b3b9f12776f@mail.gmail.com
mailto:7bd09e660906190344m66ee5c96y29d60b3b9f12776f@mail.gmail.com>
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Hi,
Every agent, in their preferences, should select queues of interest.
Selectig those their will receive notification for them.
On Fri, Jun 19, 2009 at 11:38 AM, J mailto:otrslist.2006@mymail.isbest.biz> wrote:
> Hi All
> I am new to OTRS and have just spent the day configuring it.
Once I had my
> head around the terminology it looks like an excellent
product. A big thanks
> to all who have contributed.
>
> I have created an agent/user that I would like to have full
capabilities of
> seeing queues and responding for 10 queues. However, of those
I only want
> that agent to receive notifications for the 2 queues that pertain
> specifically to him. Similarly user2 for a different few queues.
> In the User<>Groups, the Agent has pretty much everything ticked.
>
> I cannot see how to do this differentiation for
notifications. Could
> someone please advise?
>
> Thanks and regards
>
> J
>
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