Hi Daniele, I'm not too sure, but I think you're mixing up somthing here.
If you are dealing with roles, the setup should be: User -- is member of --> Role -- has certain rights to different --> groups --which contain--> queues (I'd prefer a 1:1 relation between groups and queues not to get totally nuts.) So, a setup could be: Queue Q_1 is associated with Group G_1 Queue Q_2 is associated with Group G_2 Queue Q_3 is associated with Group G_3 Role R_1 has r/w rights to G_1 Role R_2 has r/w rights to G_2 Role R_3 has r/w rights to G_3 User1 is member of R_1 User2 is member of R_2 User3 is member of R_3 Now you either give R_1 - R_3 additional move_into on G_1 - G_3 or you create an additional role R_moveinto with move_into rights on G_1 - G_3 and make User1-3 member of this role too. Hope that helps! Greetz, Daniel -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Daniele Sent: Donnerstag, 6. Dezember 2007 13:59 To: User questions and discussions about OTRS.org Subject: Re: AW: [otrs] changing queue to a ticket Thank you very much. I was thinking to it, too. I added a new role: "ticket_move". Then I selected: [ Roles <-> Groups ] and then, again, the name of my role ("ticket_move"). Now I am in front of a table with as much rows as the number of my groups and 6 columns. The 6 columns header are (as you already know): create, move_into, owner, priority, ro and rw For each cell of the table I have a check box. What does this mean? -> "ticket_move" role can give "ro" rights to user of group 1 and "move_into" right to user of group 2? -> And then, if I add "move_into" role to group 2, users of group 2 will be allowed to move tickets into which queue? Thank you in advance Ciao. Daniele Obee, Daniel ha scritto: > Hi Daniele. > > Thats exactly what the 'move into' permission is designed for. Just > give the agents 'move into' permissions to all the other queues in > question - thats it. > > Greetz, > Daniel > > ------------------------------------------------------------------------ > *Von:* [EMAIL PROTECTED] im Auftrag von Daniele > *Gesendet:* Do 06.12.2007 12:11 > *An:* [email protected] > *Betreff:* [otrs] changing queue to a ticket > > I have a problem I try to explain simplifying it as much as I can. > > I have some queues in my otrs. > Agents of each queue are not allowed to work on the queue they are not > specifically assigned to. Each agent is assigned to ONLY ONE queue. In > other words, each agent must work on his specific queue AND NOT ON THE > OTHERS. > > A customer sent, by mistake, a ticket to a wrong queue. > How can the agent of the reached queue move the request of ticket to a > different queue if he/she is not allowed to see them? > > How can I solve this problem? > > Thank you in advance. > Daniele > _______________________________________________ > 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 or consulting for your OTRS system? > => http://www.otrs.com/ > _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
