4/ allow agents to move or escalate to queues via the existing drop-down but to queues which they don't have queueview access to ?
Yes, it's possible (config option).
I'm not sure you understood the question, sorry. Say for instance you have a queue called 'support' in which there is a ticket. The support analyst thinks the ticket should be dealt with by a director via the 'directors' queue. He/She doesn't have access to the 'directors' queue but needs to be able to move the ticket to that queue. How is this done? At the moment if I use the drop down menu to change queues it tells me I'm not authorised. If your answer is still the same could you elaborate a little please. Thanks ever so much Philippa Strange ---------------------------------- Helpdesk Development Vote 26/2/03: OTRS = 52% RT = 38% Bugzilla = 8% unsure = 2% ----------------------------------
Hi Philippa, On Thu, Feb 27, 2003 at 12:42:01PM -0000, Strange, PJ (Philippa) wrote:
Yes, it's possible (config option).
I'm not sure you understood the question, sorry. Say for instance you have a queue called 'support' in which there is a ticket. The support analyst thinks the ticket should be dealt with by a director via the 'directors' queue. He/She doesn't have access to the 'directors' queue but needs to be able to move the ticket to that queue. How is this done?
At the moment if I use the drop down menu to change queues it tells me I'm not authorised.
If your answer is still the same could you elaborate a little please.
There is a config option for Kernel/Config.pm [...] # MoveInToAllQueues -> useful for ASP # (Possible to move in all queue? Not only queue with # the own groups) [1|0] $Self->{MoveInToAllQueues} = 1; [...] Defaut is 1. I hope this is what you want.
Philippa Strange
---------------------------------- Helpdesk Development Vote 26/2/03:
OTRS = 52% RT = 38% Bugzilla = 8% unsure = 2% ----------------------------------
Cool! .-) Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.
participants (2)
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Martin Edenhofer -
Strange, PJ (Philippa)