Don't forget that you can prevent (PossibleNot) states via ACL. On Tue, Feb 14, 2017 at 5:53 AM, Manuel Martínez Valls <[email protected]> wrote:
> Hi, > > We would like to implement a scheme with agents having all the permissions > on some queues (i.e. 'rw' permission on Main queues) but not on secondary > queues on which they should be only allowed to read, reply and change > owner, but not to close the tickets. We want also to allow the 'move_to' > permission onto any queue. > > For example, consider the next scenario: a 3-queue scheme with 3 agents. > > Agent1: is allowed to do everything on the main queue Q1. He can > colaborate on the Q2 (secondary), and have no access to Q3 > > Agent2: is allowed to do everything on Q1 and Q2, and is colaborator on Q3 > > Agent3: Main queues Q2 and Q3, and secondary queue Q1. > > To achieve this, I've done the following: > > * Add 'close' and 'compose' permissions (before 'rw) on > Ticket->Core::Ticket System::Permission > > * Change Frontend::Agent::Ticket::ViewQueue > Ticket::QueueViewAllPossibleTickets > to 'Yes', to allow agents to see the tickets in the 'ro' Queues. > > Then I've created many roles: > > Main1role: with all the permissions on Q1 > Sec1role: with the permissions: ro, move_into, note, owner and compose > ... (same with the other queues). > > And finally set Agent-Role relations: > * User1: Main1role, Sec2role > * User2: Main1role, Main2role, Sec3role > * User3: Sec1role, Main2role, Main3role > > Now, > > * Agents are allowed to do everything in their main queues (as expected) > and to see the tickets in the secondary queues they need to go to the > 'Queue View' (they do not see them in the dashboard). That's right. > *Agents are able to read a ticket, and reply and, from the begining, they > do not have the 'Close' option in the ticket menu on secondary queues. As > expected. That's right also. > * But, when they reply a ticket of a secondary queue, they are able to > choose as 'Next ticket state' the closed state, and close the ticket. This > is strange, because the agent has not the 'close' permission on this queue. > > Moreover, after replying a ticket, the user becomes owner and then he is > able to see the 'Close' option in the ticket menu, and also to close the > ticket, and he should not, as in the previous case. > > Can you help me to make this scheme work? > > Regards, > > Manuel Martínez > > -- > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
