Thanks Marco I have tried that and unfortunately it seems to mean that the user no longer has any access to the deselected queues from the web interface, not just notifications. I was hoping there would be some way to get notifications only for some queues but still be able to access and see other queues from the web interface. Is there a way to turn notifications off generally for a user, but have notifications sent in some other way? Regards J Date: Fri, 19 Jun 2009 12:44:16 +0200 From: Marco Vannini Subject: Re: [otrs] Access to many Queues but notifications of only some Queues To: "User questions and discussions about OTRS." Message-ID: <7bd09e660906190344m66ee5c96y29d60b3b9f12776f@mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, Every agent, in their preferences, should select queues of interest. Selectig those their will receive notification for them. On Fri, Jun 19, 2009 at 11:38 AM, J wrote:

...

Hi All I am new to OTRS and have just spent the day configuring it. Once I had my head around the terminology it looks like an excellent product. A big thanks to all who have contributed.

I have created an agent/user that I would like to have full capabilities of seeing queues and responding for 10 queues. However, of those I only want that agent to receive notifications for the 2 queues that pertain specifically to him. Similarly user2 for a different few queues. In the User<>Groups, the Agent has pretty much everything ticked.

I cannot see how to do this differentiation for notifications. Could someone please advise?

Thanks and regards

J

Ta MV, that's the way it appears to me. Queues listed in "My Queues" under preferences for an Agent cannot be changed in preferences, they are there automatically depending on what queues are set for an agent under Users<>Groups. It does not seem possible to me to give an agent access to say queues A,B,C,D,E & F (but not 'Admin' queue) but to have that agent notified by email of new/changed tickets for only queues A & D. <---- This is what I am trying to accomplish. Is there any way to be able to do this? Maybe by some other method than the default notifications under the user preferences? Thanks J Subject: Re: [otrs] Access to many Queues but notifications of only some Queues From: Marco Vannini Date: Sat, 20 Jun 2009 12:36:46 +0200 To: "User questions and discussions about OTRS." Precedence: list MIME-Version: 1.0 References: <4A3B5CB3.3040309@mymail.isbest.biz> <4A3CA3EB.6000200@mymail.isbest.biz> In-Reply-To: <4A3CA3EB.6000200@mymail.isbest.biz> Reply-To: "User questions and discussions about OTRS." Message-ID: <7bd09e660906200336i542026a9t2331f141856ed204@mail.gmail.com> Content-Type: multipart/alternative; boundary=0016e6de1762eba67d046cc53865 Message: 2 Not exactly. Queues listed in "my queue" are the once for that the agent has authorization, at least ro (if I remember well). Selection activates just notification for events on the queue to agent. But I could not have understood the problem. Ciao. MV On Sat, Jun 20, 2009 at 10:55 AM, J mailto:otrslist.2006@mymail.isbest.biz> wrote: Thanks Marco I have tried that and unfortunately it seems to mean that the user no longer has any access to the deselected queues from the web interface, not just notifications. I was hoping there would be some way to get notifications only for some queues but still be able to access and see other queues from the web interface. Is there a way to turn notifications off generally for a user, but have notifications sent in some other way? Regards J Date: Fri, 19 Jun 2009 12:44:16 +0200 From: Marco Vannini mailto:marco.vannini@gmail.com> Subject: Re: [otrs] Access to many Queues but notifications of only some Queues To: "User questions and discussions about OTRS." mailto:otrs@otrs.org> Message-ID: <7bd09e660906190344m66ee5c96y29d60b3b9f12776f@mail.gmail.com mailto:7bd09e660906190344m66ee5c96y29d60b3b9f12776f@mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, Every agent, in their preferences, should select queues of interest. Selectig those their will receive notification for them. On Fri, Jun 19, 2009 at 11:38 AM, J mailto:otrslist.2006@mymail.isbest.biz> wrote: > Hi All > I am new to OTRS and have just spent the day configuring it. Once I had my > head around the terminology it looks like an excellent product. A big thanks > to all who have contributed. > > I have created an agent/user that I would like to have full capabilities of > seeing queues and responding for 10 queues. However, of those I only want > that agent to receive notifications for the 2 queues that pertain > specifically to him. Similarly user2 for a different few queues. > In the User<>Groups, the Agent has pretty much everything ticked. > > I cannot see how to do this differentiation for notifications. Could > someone please advise? > > Thanks and regards > > J > --------------------------------------------------------------------- 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/