Hi I created an agent ABCD. I want to give it Read-Only rights to certain queues (so that agent is just able to view the tickets and not able to answer, move to other queue, etc.). When i check RO, agent does not see any tickets. I have to give him RW rights before he can see any tickets. But RW defeats the very purpose as the agent is able to answers tickets, move to other queses etc. Please help. regards, Amit Sharma India OTRS 2.4.2 (Linux Version) The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/
Hi, On 17.12.2009, at 10:05, Amit Sharma wrote:
When i check RO, agent does not see any tickets. I have to give him RW rights before he can see any tickets. But RW defeats the very purpose as the agent is able to answers tickets, move to other queses etc.
this only counts for the QueueView which is just showing you the tickets where you have write permissions. You could enable the StatusView or you could change the sysconfig so you can also see the tickets in the QueueView where you have RO only. Same counts for the Dashboard btw.
Please help.
done ;-) Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net https://webint.cryptonode.de / a Fractal project
Thanks!
It worked.
--Amit
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From: Nils Leideck - ITSM
But RW defeats the very purpose as the agent is able to answers tickets, move to other queses etc.
this only counts for the QueueView which is just showing you the tickets where you have write permissions. You could enable the StatusView or you could change the sysconfig so you can also see the tickets in the QueueView where you have RO only. Same counts for the Dashboard btw. Please help.
done ;-) Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net https://webint.cryptonode.de / a Fractal project The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/
participants (2)
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Amit Sharma -
Nils Leideck - ITSM