forums@grupocash.com.mx schrieb:

Hi list,

I am trying to group user agents and its tickets. Technician users must to see and manage its tickets but not other tickets. Commercial users must to see and manage its tickets but not other tickets. And so on.

I would like to avoid technicians agents see (using Search function) tickets created by others (commercial agents) and vice versa.

With group and rol I can to separate the tickets to be shown in the work area (zoom & answers) but all tickets are reachable by all agents using the search function. Certanly agents users only can to manage its own tickets but it is not enough. I would like to hide some confidential content between user agents.

I have been working with groups and rols w/o successful. I am thinking to modify the queries at source code of Search function.

Any ideas before start the source code modification?

Carlos,

You must separate the queues and divide them amongst the different roles in your company. Then only give R/W permissions to those who work in the queue. Leaving all the tickets in one queue, and trying to work with permissions, will not work. Tech (queue1) Commercial (queue2) Tech Agents (roll 1) Tech Admin Group <-> RW Tech (queue1) Tech Support Group <-> RW Tech (queue1) Commercial Agents (roll2) Comm Admin Group <-> RW Commercial (queue1) Comm Support Group <-> RW Commercial (queue1) System Admin (roll3) Admin Group <-> RW Commercial RW Tech (queue1) Then all agents in the Tech group, and vice vesa, will not be able to modify or search for tickets in the Commercial queue. This is just a rough tip. Please do not think that this is a productive draft. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann