RE: [otrs] More sophisticated ACLs?
How then, do I allow an agent to take ownership for self but not assign ownership to others? I want agents to be able to take tickets and own them, but not be able to assign them to others. This will help prevent "pass the buck" syndrome.
Yes. 'owner' -> allows assign ownership to other agents (for existsing tickets).
Apologies. I must not be explaining myself well. Scenario: Agent A Agent B Both have access to the queue "General" A new ticket comes in. Possibilities: Agent A assigns ownership to self = YES!! Allow this Agent A assigns ownership to Agent B = NO!! This is very bad How can I allow the agent to take ownership for self but not give ownership to others. Thanks, Tyler Hepworth
On Mon, Apr 05, 2004 at 01:08:58PM -0600, Tyler Hepworth wrote:
How then, do I allow an agent to take ownership for self but not assign ownership to others? I want agents to be able to take tickets and own them, but not be able to assign them to others. This will help prevent "pass the buck" syndrome.
Yes. 'owner' -> allows assign ownership to other agents (for existsing tickets).
Apologies. I must not be explaining myself well.
Scenario:
Agent A Agent B
Both have access to the queue "General"
A new ticket comes in.
Possibilities:
Agent A assigns ownership to self = YES!! Allow this
Agent A assigns ownership to Agent B = NO!! This is very bad
How can I allow the agent to take ownership for self but not give ownership to others.
This is exactly what I said (if the ticket already exists). If you want to do your scenario on the creating ticket mask (e. g. phone view) then it's not possible with a default otrs.
Tyler Hepworth
Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
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Martin Edenhofer -
Tyler Hepworth