> -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On > Behalf Of Chris Salter > Sent: Tuesday, October 28, 2003 3:46 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] Phone View TO: field > > > Hi Erik, > > Do you have two queues then, one for your receptionists and > one for your help desk? If so, you should have it configured > with two groups as well, "Receptionists" and "Helpdesk" > (names can be different, of course). The Receptionist queue > should be associated with the Receptionist group, and > Helpdesk queue with the Helpdesk group. Then, when your > receptionists take a call, they put it in the Receptionist > queue and then move it to the Helpdesk queue.
When I try that, it locks the ticket and makes them the owner. So even if they move the ticket, it is still in the locked queue. > > What might cause a problem is if you've got your system set > up to prevent people from transferring tickets to queues they > don't have access to. I forget the name of that setting... > Something to do with ASP. It's in the manual, at any rate. > If you've got that turned on and it's possible to turn it > off, that would probably solve your problem. I haven't enabled that. > > Does this help? > > -- > Chris Salter Erik Mathis > > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] > Behalf Of Erik Mathis - ATL Dunwoody Staff > Sent: October 28, 2003 3:25 PM > To: [EMAIL PROTECTED] > Subject: [otrs] Phone View TO: field > > > Our Receptionists take incoming calls and forwarded them to > our helpdesk using their email clients. They also get emails > from our messaging company which they decrypt and forward on > to the correct person. > > I have setup my OTRS 1.1.3 install to handle the emails from > the messaging company. This worked great. I gave them there > own username, group, and queue. > > But when they go and use the Phoneview, they can only send > the ticket to them self's? Now if I add them to the users > group, they are able to send the ticket to the helpdesk, but > they then have users rights, and can read and work tickets. > > Is there a way to either add a list of "Authorized address" > or free type in a address? For the PhoneView only? > > > > Erik Mathis > AIU Dunwoody Network Administrator > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting f|r Ihr OTRS System? > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/
