Hello, here we have a group for each queue and each agent we want to allow giving support on that queue, we configure it to be part of that group. Also, each queue corresponds to a  system at a customer.

 

This suit us because we just use web tickets (when you say “log calls” I am understanding you are using phone tickets… I am not 100% sure if this group approach would suit the usage for phone tickets).

 

 

 

 

WeDo Technologies

Mauricio de Andrade Ramos - Consultant II
Rodovia SC 401, Km 4, Espaço Primavera, Bloco C
88032-000 - Florianópolis - Santa Catarina - Brasil
Tel. + 55 48 2108 0104 • Fax. + 55 48 2108 0129
mauricio.ramos@wedotechnologies.com
www.wedotechnologies.com

 

 


Notice: The information in this e-mail and in any of its attachments is confidential and intended solely for the attention and use of the named addressee(s).
If you are not the intended recipient, any disclosure, copying, distribution or retaining of this message or any part of it, without the prior written consent of WeDo Technologies, is prohibited and may be unlawful. If you received this in error, please contact the sender and delete the material from any computer.

 

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Poreba
Sent: quarta-feira, 1 de junho de 2011 08:19
To: User questions and discussions about OTRS.
Subject: [otrs] Restrict agent to only see one customer

 

Hi All,

 

Is there a way to set some of the agents to only see and be able to log calls for a particular customer.

 

We have few people in the company that only deal with one customer. We don't want them to see details of other customers and we don't want them to be able to log calls for any other customers.

 

Please let me know if this can be done or if you know any workarounds.

 

--

Thank you

Robert