Can't move tickets to other queues

[kodeoneuankenobi]

Hi to everyone,

In my OTRS 3.2.5 users can't move tickets to other queues but with the administrator account I can do it... If I give to a user complete permissisions fot admin, stats and users the user still cannot moving the ticket...

I don't know what to do, I've tried a lot of things...

Thanks in advance!

[Jarod]

Is there any error message displayed?

[kodeoneuankenobi]

Nope, any of them... When I open the droplist to select new queue only appears the actual queue...

[tzarot]

The group (or the role) that your user belongs to, should have either rw or at least move-into rights.

To be more specific, each queue is associated to a group, let's suppose QueueA is associated with a group that is called GroupA. Furthermore perhaps a role, RoleA declares specific rights for this group.

Then, a user that belongs to RoleA will be able to move tickets into QueueA if the role he belongs in, grants at least the move_into right for the group that QueueA is associated with, hence GroupA.

[kodeoneuankenobi]

Hi tzarot,

I tried what you say and still not working... Maybe it's something on the system configuration? I have like 5 more OTRS, never happened this before...

[crythias]

If the administrator doesn't have rights to the group of the queue, the administrator can't move tickets.
Also, move is unavailable if the ticket is locked to another agent.

[kodeoneuankenobi]

If the administrator doesn't have rights to the group of the queue, the administrator can't move tickets.
Also, move is unavailable if the ticket is locked to another agent.

Hi Crythias,

I know, but still not working (and don't know why)