It worked! Thank you Alex. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: 29 March 2006 06:00 To: User questions and discussions about OTRS.org Subject: Re: [otrs] RO can't view tickets Hi Gordan, Gordon O'Brien schrieb:

Thanks Alex

I have trawled through the archive and Defaults.pm and the only thing that I can find that might have something to do with it is: # ------------------------------------------------------ # system permissions # ------------------------------------------------------ $Self->{'System::Permission'} = ['ro', 'rw']; $Self->{'System::Customer::Permission'} = ['ro', 'rw']; # ------------------------------------------------------

This still doesn't really give me any idea how to solve my problem.

I didn't try it, but ahve a look to Ticket::QueueViewAllPossibleTickets Setting this to yes should result in the fact that it's not necessary to have RW-rights on queues to view tickets, RO-right should be enough.

Thanks Gordon

Bye, Alex

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: 28 March 2006 13:20 To: User questions and discussions about OTRS.org Subject: Re: [otrs] RO can't view tickets

Hi Gordon,

Gordon O'Brien schrieb:

...

I am trying to set up a user to have read only (ro) access to a subset of queues. When I just grant them ro permissions they can see the queue name and the number of tickets in the queue but cannot actually view the tickets. If I grant them rw they can view the tickets but I don't want them to have write permissions.

This is the default behavior your described.

You have to set a certain config-parameter to grant ticket-access to agent that only have RO-rights. This was mentioned a view weeks ago (in german or english mailing list).

If you have problems finding the right parameters, let me know. I then have to take a closer look...

Bye, Alex

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