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
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/
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/
Hi Daniele, I'm not too sure, but I think you're mixing up somthing here. If you are dealing with roles, the setup should be: User -- is member of --> Role -- has certain rights to different --> groups --which contain--> queues (I'd prefer a 1:1 relation between groups and queues not to get totally nuts.) So, a setup could be: Queue Q_1 is associated with Group G_1 Queue Q_2 is associated with Group G_2 Queue Q_3 is associated with Group G_3 Role R_1 has r/w rights to G_1 Role R_2 has r/w rights to G_2 Role R_3 has r/w rights to G_3 User1 is member of R_1 User2 is member of R_2 User3 is member of R_3 Now you either give R_1 - R_3 additional move_into on G_1 - G_3 or you create an additional role R_moveinto with move_into rights on G_1 - G_3 and make User1-3 member of this role too. Hope that helps! Greetz, Daniel -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Daniele Sent: Donnerstag, 6. Dezember 2007 13:59 To: User questions and discussions about OTRS.org Subject: Re: AW: [otrs] changing queue to a ticket 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/
_______________________________________________ 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/
Great. Thank you Daniel. You were really clear and I applied whatever you suggested. (I had some missing click into my previous setup.) Now I have to wait for feedback of "my" agents to know if it actually works. In the meantime... I still use OTRS 2.2.3 on debian server. I am waiting for the update of the .deb package but I still can't see it on the web. How can I upgrade my installation? Thank you in advance. Daniele Obee, Daniel ha scritto:
Hi Daniele,
I'm not too sure, but I think you're mixing up somthing here.
If you are dealing with roles, the setup should be:
User -- is member of --> Role -- has certain rights to different --> groups --which contain--> queues
(I'd prefer a 1:1 relation between groups and queues not to get totally nuts.)
So, a setup could be: Queue Q_1 is associated with Group G_1 Queue Q_2 is associated with Group G_2 Queue Q_3 is associated with Group G_3
Role R_1 has r/w rights to G_1 Role R_2 has r/w rights to G_2 Role R_3 has r/w rights to G_3
User1 is member of R_1 User2 is member of R_2 User3 is member of R_3
Now you either give R_1 - R_3 additional move_into on G_1 - G_3
or you create an additional role R_moveinto with move_into rights on G_1 - G_3 and make User1-3 member of this role too.
Hope that helps!
Greetz,
Daniel
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Daniele Sent: Donnerstag, 6. Dezember 2007 13:59 To: User questions and discussions about OTRS.org Subject: Re: AW: [otrs] changing queue to a ticket
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/
_______________________________________________ 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/ _______________________________________________ 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/
Daniele wrote:
In the meantime... I still use OTRS 2.2.3 on debian server. I am waiting for the update of the .deb package but I still can't see it on the web. How can I upgrade my installation?
You'll have to wait for the Debian package maintainer to upgrade the package. Those Debian packages are not creating by the OTRS people. Nils Breunese.
Thank you Nils. I wait. Ciao. Nils Breunese (Lemonbit) ha scritto:
Daniele wrote:
In the meantime... I still use OTRS 2.2.3 on debian server. I am waiting for the update of the .deb package but I still can't see it on the web. How can I upgrade my installation?
You'll have to wait for the Debian package maintainer to upgrade the package. Those Debian packages are not creating by the OTRS people.
Nils Breunese. ------------------------------------------------------------------------
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participants (3)
-
Daniele -
Nils Breunese (Lemonbit) -
Obee, Daniel