> I've searched through the documentation and tried out my luck
> with permissions but I'm stumped.
I solved the problem with a couple of ACLs but this is not so pretty because
the agents still get a "move into" dialogue on the ticket. They can't use it so
it works as I want it to, but I would like it to disappear altogether.
If anybody's interested these are the ACLs I made in Config.pm:
# ACL: Nobody can move tickets between queues except members of the
'supervisor' group.
$Self->{TicketAcl}->{'ACL-1'} = {
Properties => {
},
Possible => {
Ticket => {
Queue => [''],
},
},
};
$Self->{TicketAcl}->{'ACL-2'} = {
Properties => {
User => {
Group_rw => ['supervisor'],
},
},
PossibleNot => {
# This is ugly. I blacklist the entire list of queues (according to
the docs at
#
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=5&ItemID=68)
# and that makes them show up. This was the only way to make it
work for me.
Ticket => {
Queue => [],
},
},
};
> Scenario: We have some agents and a supervisor. We have a
> Helpdesk Queue and
> each agent has a sub-queue in that Queue as follows:
>
> Helpdesk
> - Adam's queue
> - Eve's queue
>
> Tickets arrive in the Helpdesk queue. The Supervisor assigns
> tickets to either
> Adam's or Eve's queue. Adam and Eve should not be able to
> reassign tickets to
> other queues.
>
> I have tried to use the permissions on the agents to do this.
> If I choose
> *anything* other than "rw", the agents can't even see any
> tickets and I can't
> assign ownership of tickets to the agents. If I give an agent
> "rw" then all
> other permissions automatically become invoked and they can
> move tickets to
> other queues which I don't want them to.
>
> What am I missing?
>
>
> --
> Lars Jørgensen
> Netværksadministrator
> Gyldendal A/S
> Tlf. 33 75 57 95
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