Selected preferred Queue
Hi again, Is it possible to configure for all agent, that they receive notifications for all queues they have access ? I configure my roles, so each agent have good rights on queues, but they manually select all their queues in preferences. Do you know if it's possible to select them for their ? Thanks in advance for your help. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm@bnu.fr web: http://www.bnu.fr
HI, On 02.02.2010, at 16:00, Guillaume Rehm wrote:
Is it possible to configure for all agent, that they receive notifications for all queues they have access ? I configure my roles, so each agent have good rights on queues, but they manually select all their queues in preferences. Do you know if it's possible to select them for their ?
look in the AdminPanel in "Users", there you can search for the users and set the preferences the same way as they do. In the SysConfig (Framework & Ticket -> Frontend::Agent::Preferences) you can additionally disable the config boxes for the Agent. If it is just around notifications you can also use the "Notification (Event)" Module to administratively setup a notification to all AgentsWithWritePermission if a new Ticket has been created in one of the selected queues in the next option below. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!
Hi Nils, Thank you for your response. I create Notification (Event), to all AgentsWithWritePermission. Agents have notifications. But in case of Move into other queue, I have notifications but I don't see message from system to indicate who has moved tickets into wich queue, in ticket zoom panel. Do you know how I can restore that ? Thanks in advance for your help Le 02/02/2010 23:02, Nils Leideck - ITSM a écrit :
HI,
On 02.02.2010, at 16:00, Guillaume Rehm wrote:
Is it possible to configure for all agent, that they receive notifications for all queues they have access ? I configure my roles, so each agent have good rights on queues, but they manually select all their queues in preferences. Do you know if it's possible to select them for their ?
look in the AdminPanel in "Users", there you can search for the users and set the preferences the same way as they do. In the SysConfig (Framework & Ticket -> Frontend::Agent::Preferences) you can additionally disable the config boxes for the Agent.
If it is just around notifications you can also use the "Notification (Event)" Module to administratively setup a notification to all AgentsWithWritePermission if a new Ticket has been created in one of the selected queues in the next option below.
Nils Leideck
-- Nils Leideck Senior Consultant
nils.leideck@leidex.net mailto:nils.leideck@leidex.net nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal project
CU @ CeBIT 2010 in Hannover, Germany http://www.cebit.de and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!
--------------------------------------------------------------------- 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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
-- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm@bnu.fr web: http://www.bnu.fr
participants (2)
-
Guillaume Rehm -
Nils Leideck - ITSM