> Well, I have the same problem. I read the thread completely
> and I don't understand, because that I would like know how you
> solved it, please.
I misunderstood how OTRS is supposed to work. We have seven helpdesk workers
and I had made seven queues, one for each of them.
That was wrong.
Now they all work in the same queue. If I want to assign a ticket to an agent,
I change ownership to that agent (or the agent will "lock" the ticket). I have
changed our translation so "lock" and "unlock" now are called "take" and
"release" because that makes more sense to us.
To control permissions I put all the agents in the group "users" and created a
new group called "supervisors".
The way I am controlling who can do what is with a couple of ACL's (Access
Control Lists) in Kernel/Config.pm:
# ACL: Strip permissions from everybody
$Self->{TicketAcl}->{'ACL-1'} = {
# match properties
Properties => {
# See, this is empty. Everybody matches.
},
# return possible options
Possible => {
Action => {
AgentTicketMove => 0,
AgentTicketOwner => 0,
AgentTicketPriority => 0,
AgentTicketFreeText => 0,
AgentTicketBounce => 0,
AgentTicketForward => 0,
},
Ticket => {
# We're not using this yet but I left it in for a rainy day
where I might need it
#Queue => ['Hotline', 'Koordination'],
#State => => ['some state'],
#Priority => ['3 normal', '4 high'],
},
},
};
# ACL: supervisors can do everything.
$Self->{TicketAcl}->{'ACL-2'} = {
# match properties
Properties => {
User => {
Group_rw => ['supervisor'],
},
},
# return possible options
Possible => {
Action => {
# See, this is empty = all possible actions.
},
},
};
I hope that helps. Please feel free to ask for clarification on any point above.
--
Lars
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