Hi Daniel,
You can solve this with an ACL; look at this example in the documentation:
http://doc.otrs.org/2.4/en/html/c2064.html#acl-close
Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Mon, Jul 27, 2009 at 16:16, Daniel Powell
Hi,
I'm setting up a ticket system for a company, and I'm running into a few issues with permission setup that I was wondering if anyone could help with.
The situation is that the company has a number of queues, one for each department. A call comes into the company and is entered into the customer support queue, where it is later allocated to another departments queue. The department fixes the problem and passes back the ticket to the customer support queue.
For this purpose they would like for a ticket to show up in the relevant departments QueueView, but not let them close a ticket. Instead only the customer support department can close a ticket. The problem I'm having is that when a department doesn't have full read-write access to a queue, including the option to close a ticket, the queue's tickets disappear from the relevant QueueView entirely forcing them to have to perform a search for any of their departments tickets!
Does anyone have any ideas how to solve this at all? Many thanks in advance.
Dan divot_powell@hotmail.com
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