Sehr geehrte Damen und Herren, in der Zeit vom 12.09.2016 bis einschließlich 23.09.2016 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre EMail nicht automatisch weitergeleitet wird. In dringenden Fällen wenden Sie sich bitte an unsere Hotline, 0203-378530, oder an Herrn Hesselmann (hesselmann@opm-computer.de). Mit freundlichen Grüßen Ronny Bär OPM IT Service GmbH Send otrs mailing list submissions to otrs@lists.otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/mailman/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request@lists.otrs.org You can reach the person managing the list at otrs-owner@lists.otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Limit user access on specific queues (Gerald Young) 2. Re: Limit user access on specific queues (Dimitrakakis Georgios) ---------------------------------------------------------------------- Message: 1 Date: Fri, 9 Sep 2016 09:16:33 -0400 From: Gerald Young To: "User questions and discussions about OTRS." Subject: Re: [otrs] Limit user access on specific queues Message-ID: Content-Type: text/plain; charset="utf-8" You *can* build ACLs, but why repeat the functionality that the groups provide? On Fri, Sep 9, 2016 at 2:04 AM, Dimitrakakis Georgios < gdimitrakakis@pancretabank.gr> wrote:

Hello!

I would like to know if it?s possible to limit the agents? access on specific part of queues.

My understanding so far is that when you create a queue you assign a group to it.

Then on agent?s management you can select on which groups this agent belongs to and you can also specify the agents? queues under ?My Queues?

But that gives to the agent access to all queues under that group and not only those under ?My queues? (for the agent).

For example let?s assume that we have a group called ?IT? on which there are two queues ?Software? and ?Hardware?

Some agents have under ?My queues? the ?software? (let?s call this ?agent_sw?) while others the ?hardware? (let?s call this ?agent_hw?) option but all them are under the ?IT? group.

When ?agent_sw? logs in to the system he can see all the tickets for the ?IT? group including those created to ?hardware? queue. This is what I would like to prevent/protect.

Is this somehow possible without creating different groups for every queue?

Best regards,

G.

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