On Mon, 21 Mar 2005, James Sleeman wrote:

Hi all, to cut a long story short, I want to allow agents who service queues to be able to create (and edit) 'canned' responses in thier queues. It seems however that the only way of making these canned responses is through the Admin area, but I don't want to give the agents access to the admin area.

Solutions?

An answer I found some time ago: "It's possible to grant permissions to a module in Kernel/Modules/*.pm. For example a group of users should be able to edit responses (modular default answers). Normally you need to be in the 'admin' group to do so. How it works: a) create a new otrs-group named 'responses' b) put the group of users rw into this otrs-group c) add to Kernel/Config.pm [...] $Self->{'Module::Permission'}->{'AdminResponse'} = 'responses'; [...] d) add a link to the Agent Interface e. g. in Kernel/Output/HTML/*/AgentNavigationBar.dtl [...] <a href="/otrs/index.pl?Action=AdminResponse">Response</a> [...] e) restart the webserver if you use mod_perl After this all users in group 'responses' are able to access the AdminResponse module and to edit the responses. It's alos possible to add more then one group (by perl array): [Kernel/Config.pm] $Self->{'Module::Permission'}->{'AdminResponse'} = ['admin', 'responses']; [...] " I also changed permission for AdminGenericAgent, so the GenericAgent is not available to these agents. The default seems to be wrong for this. Add to Config.pm: $Self->{'Module::Permission'}->{'AdminGenericAgent'} = ['admin'];

-- James Sleeman, Gogo Internet Services Website : http://www.gogo.co.nz/

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Anne-Mie