Hi,
we wan't to give our procurement-team a special view to
procurement-tickets, which belong all to a special queue.
We cannot give this view through customer-webgui, because the
ticket-customer is the end-user who requested a procurement. So, the
procurement-team has no access to these tickets. (Note that the access
through company-ticket is no solution because the procurement-team shall
only see tickets from "foreign" customers if they are in the
procurement-queue).
Granting access as OTRS-agent for the procurement-team could be a
solution, giving them RO-permissions only on the procurement-queue.
The problem is that then, the whole ticket could be viewed and our
IT-stuff cannot exchange IT-internas within OTRS.
I now think about writing my own customer-GUI-permission module to
provide the procurement-team ticket-RO-access for the customer-GUI if
the ticket is in the special queue.
Is this an adequate solution?
What do you think?
Bye, Alex
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