Hi, It is usually permitted to only the owner of a ticket to close it or to change the priority. Our head of department needs a possibility of changing these things without becoming owner first. So there is a possibility of doing this? Is there a possibility of permitting every agent always to close tickets? Is there another temporary solution to avoid this problem? Many thanks for your help. Best regards, Markus
Markus, That is an option you can set: For most of the Agent Action actions there exist a setting "Ticket::Frontend::Agent<action>###RequiredLock", that you can set to 'No'. Either, in SysConfig search for 'RequiredLock'. Or look into Group 'Ticket', and check all the views like: Frontend::Agent::Ticket::View<Action> For instance, under the Config Options under: Ticket -> Frontend::Agent::Ticket::ViewClose You will see the option: Ticket::Frontend::AgentTicketClose###RequiredLock: [Yes] A ticket lock is required. In case the ticket isn't locked, the tickets get locked and the current agent will be set automatically as ticket owner. (Default: yes) Kind regards, Frans
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Markus Hummel Sent: donderdag 4 juni 2009 09:27 To: otrs@otrs.org Subject: [otrs] Everybody may close tickets
Hi,
It is usually permitted to only the owner of a ticket to close it or to change the priority. Our head of department needs a possibility of changing these things without becoming owner first. So there is a possibility of doing this? Is there a possibility of permitting every agent always to close tickets? Is there another temporary solution to avoid this problem?
Many thanks for your help. Best regards, Markus --------------------------------------------------------------------- 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/
Oh Frans, you saved my life. Thanks a lot :) Best regards, Markus -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Frans Stekelenburg Gesendet: Donnerstag, 4. Juni 2009 10:01 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Everybody may close tickets Markus, That is an option you can set: For most of the Agent Action actions there exist a setting "Ticket::Frontend::Agent<action>###RequiredLock", that you can set to 'No'. Either, in SysConfig search for 'RequiredLock'. Or look into Group 'Ticket', and check all the views like: Frontend::Agent::Ticket::View<Action> For instance, under the Config Options under: Ticket -> Frontend::Agent::Ticket::ViewClose You will see the option: Ticket::Frontend::AgentTicketClose###RequiredLock: [Yes] A ticket lock is required. In case the ticket isn't locked, the tickets get locked and the current agent will be set automatically as ticket owner. (Default: yes) Kind regards, Frans
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Markus Hummel Sent: donderdag 4 juni 2009 09:27 To: otrs@otrs.org Subject: [otrs] Everybody may close tickets
Hi,
It is usually permitted to only the owner of a ticket to close it or to change the priority. Our head of department needs a possibility of changing these things without becoming owner first. So there is a possibility of doing this? Is there a possibility of permitting every agent always to close tickets? Is there another temporary solution to avoid this problem?
Many thanks for your help. Best regards, Markus --------------------------------------------------------------------- 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/
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/
participants (2)
-
Frans Stekelenburg -
Markus Hummel