Hello Narcis,
You can use groups to achieve your objective. Probably the queues you
created were all associated to the same group. If you set each queue with a
different group and play with which permissions have each "participant
people" under each group, you'll probably be able to hide what you want to
the person you want.
You can also change the behavior of the Move feature from Dropdown to New
Window at /otrs/
index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Frontend%3A%3AAgent%3A%3ATicket%3A%3AViewMove&SysConfigGroup=Ticketso
people can change owner and queue at the same time.
Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
On 28 February 2011 07:47, NARCIS PALLARES MULET
Hi all,
I have some questions about the OTRS structure. My structure is, all the user will send the tickets at same place. The administrator. After, the administrator will asign the incident, depending the type, to maintenance1, maintenance 2 or maintenance 3. The participant people should receive emails informing all the tickets changes.
I try to do that, using diferents queues for each maintenance. Because if i just use a 1 queue, manitenance1, can see the tickets from others maintenance. But, for asign, one ticket, i have to change the queue and owner.
How i can do it?
Thanks very much
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