Thank you very much. I was thinking to it, too. I added a new role: "ticket_move". Then I selected: [ Roles <-> Groups ] and then, again, the name of my role ("ticket_move"). Now I am in front of a table with as much rows as the number of my groups and 6 columns. The 6 columns header are (as you already know): create, move_into, owner, priority, ro and rw For each cell of the table I have a check box. What does this mean? -> "ticket_move" role can give "ro" rights to user of group 1 and "move_into" right to user of group 2? -> And then, if I add "move_into" role to group 2, users of group 2 will be allowed to move tickets into which queue? Thank you in advance Ciao. Daniele Obee, Daniel ha scritto:
Hi Daniele.
Thats exactly what the 'move into' permission is designed for. Just give the agents 'move into' permissions to all the other queues in question - thats it.
Greetz, Daniel
------------------------------------------------------------------------ *Von:* otrs-bounces@otrs.org im Auftrag von Daniele *Gesendet:* Do 06.12.2007 12:11 *An:* otrs@otrs.org *Betreff:* [otrs] changing queue to a ticket
I have a problem I try to explain simplifying it as much as I can.
I have some queues in my otrs. Agents of each queue are not allowed to work on the queue they are not specifically assigned to. Each agent is assigned to ONLY ONE queue. In other words, each agent must work on his specific queue AND NOT ON THE OTHERS.
A customer sent, by mistake, a ticket to a wrong queue. How can the agent of the reached queue move the request of ticket to a different queue if he/she is not allowed to see them?
How can I solve this problem?
Thank you in advance. Daniele _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/