Dear Andrey, On 19.04.2011, at 15:31, Andrey Mitroshin wrote:
Is it possible to do some moderation on tickets, so, first the ticket is being put to some temporary queue, then user moderator is notified, he reviews the ticket and approve it to be processed in some other queue?
You should have a look into the ACL features of OTRS 3.0.7 !!! FAQ: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=297 Documentation: http://doc.otrs.org/3.0/en/html/acl.html Blogs: http://blog.otrs.org/2010/08/17/state-machines-for-tickets-via-acl/ http://blog.kuhn-kt.de/?p=336 And my personal favorite ;-) http://answerpot.com/showthread.php?2140088-An+OTRS+ACL+riddle+%3A-) Enjoy OTRS ACLs !!!! Cheers, Nils -- Nils Leideck http://webint.cryptonode.de / a Fractal project