Our Receptionists take incoming calls and forwarded them to our helpdesk using their email clients. They also get emails from our messaging company which they decrypt and forward on to the correct person. I have setup my OTRS 1.1.3 install to handle the emails from the messaging company. This worked great. I gave them there own username, group, and queue. But when they go and use the Phoneview, they can only send the ticket to them self's? Now if I add them to the users group, they are able to send the ticket to the helpdesk, but they then have users rights, and can read and work tickets. Is there a way to either add a list of "Authorized address" or free type in a address? For the PhoneView only? Erik Mathis AIU Dunwoody Network Administrator
Hi Erik, Do you have two queues then, one for your receptionists and one for your help desk? If so, you should have it configured with two groups as well, "Receptionists" and "Helpdesk" (names can be different, of course). The Receptionist queue should be associated with the Receptionist group, and Helpdesk queue with the Helpdesk group. Then, when your receptionists take a call, they put it in the Receptionist queue and then move it to the Helpdesk queue. What might cause a problem is if you've got your system set up to prevent people from transferring tickets to queues they don't have access to. I forget the name of that setting... Something to do with ASP. It's in the manual, at any rate. If you've got that turned on and it's possible to turn it off, that would probably solve your problem. Does this help? -- Chris Salter -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Erik Mathis - ATL Dunwoody Staff Sent: October 28, 2003 3:25 PM To: otrs@otrs.org Subject: [otrs] Phone View TO: field Our Receptionists take incoming calls and forwarded them to our helpdesk using their email clients. They also get emails from our messaging company which they decrypt and forward on to the correct person. I have setup my OTRS 1.1.3 install to handle the emails from the messaging company. This worked great. I gave them there own username, group, and queue. But when they go and use the Phoneview, they can only send the ticket to them self's? Now if I add them to the users group, they are able to send the ticket to the helpdesk, but they then have users rights, and can read and work tickets. Is there a way to either add a list of "Authorized address" or free type in a address? For the PhoneView only? Erik Mathis AIU Dunwoody Network Administrator _______________________________________________ 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 oder Consulting f|r Ihr OTRS System?
Hi Erik,
Now if I add them to the users group, they are able to send the ticket to the helpdesk, but they then have users rights, and can read and work tickets.
Is there a way to either add a list of "Authorized address" or free type in a address? For the PhoneView only?
I'm not sure if I fully understand what you're trying to do, but this seems related to a recent problem I had with OTRS. In my particular case, we created a "tiered" system where less trained "first responders" would examine incoming tickets and then send them off to more specialized queues monitored by people who were trained in specific areas or departments. The problem was that we would have to grant them access to each of these queues in order to let them move tickets into them. Paul Rhein & Pascal Gouttebel posted something on October 7th that attempts to circumvent this problem by adding a "move" permission flag. What I did was to create queues accessible only to those first responders and set up a GenericAgent rule that moves any tickets in each of these "special" queues to the appropriate queue. For example, I created a queue called "Forward to Billing" that only the first responders have access to (no reason to show it to Billing and get them all confused). GenericAgent runs every five minutes or so, and moves any messages in this queue into the real Billing queue without giving those first responders access to the actual queue itself. It seems though that in some cases, (i.e. when searching) any agent can see the text of tickets regardless of permissions. I'm assuming this is a bug, however. Best wishes, Paul
participants (3)
-
Chris Salter -
Erik Mathis - ATL Dunwoody Staff -
Paul