Hi,
I'm running helpdesk 3.1.14 with ITSM 3.1.8.
What is wish to accomplish is to create a logic partition of OTRS for use of a subset of agent to handle the tickets of a dedicated customer.
I have already setup groups, roles, queues, agents permission, they are working fines.
I have acreate a class withing Configuration Item whose depends on my dedicated Group.
My only problem is with the "link" option in agent new phone ticket: I am not able to link the CI directly from the create screen. But if the same agent creates the ticket, and then open it, he/she is able to link the CI to the ticket.
Am I missing something ?
Kind regards,
Massimo
[SOLVED] permission to link a ticket in agentticketphone
Moderator: crythias
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- Znuny newbie
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[SOLVED] permission to link a ticket in agentticketphone
Last edited by massimobianchi on 16 Apr 2013, 16:36, edited 1 time in total.
Massimo Bianchi
skype: massimo.bianchi
OTRS:3.1.14, ITSM:3.1.8, httpd, mysql, Centos 6.3 on X86_64
skype: massimo.bianchi
OTRS:3.1.14, ITSM:3.1.8, httpd, mysql, Centos 6.3 on X86_64
-
- Znuny newbie
- Posts: 67
- Joined: 02 Apr 2012, 12:18
- Znuny Version: 3.1.14
- Real Name: Massimo Bianchi
- Company: NPO Sistemi S.p.A.
- Contact:
Re: permission to link a ticket in agentticketphone
Some more details...
I tried link a ticket after setting up the proper permission, but I am Always getting a "Insufficient Right" message.
Looking at the syslog, here is the message:
Tue Apr 16 06:26:08 2013 notice OTRS-CGI-10 Permission denied (UserID: 43 'ro' on TicketID: 1366086289.5391081.25997346)!
Tue Apr 16 06:26:08 2013 error OTRS-CGI-10 Need QueueID!
Tue Apr 16 06:26:08 2013 error OTRS-CGI-10 No such TicketID (1366086289.5391081.25997346)!
Tue Apr 16 06:26:08 2013 error OTRS-CGI-10 No such TicketID (1366086289.5391081.25997346)!
Tue Apr 16 06:26:08 2013 error OTRS-CGI-10 No such TicketID (1366086289.5391081.25997346)!
What is strange is the TicketID.
Obviously since the the ticket is not yet created I do not expect it to be standard, but it's weird.
I even tried with my admin user, who has full access to everywhere - i think it might be a bug.
Someone has the same feeling ?
I tried link a ticket after setting up the proper permission, but I am Always getting a "Insufficient Right" message.
Looking at the syslog, here is the message:
Tue Apr 16 06:26:08 2013 notice OTRS-CGI-10 Permission denied (UserID: 43 'ro' on TicketID: 1366086289.5391081.25997346)!
Tue Apr 16 06:26:08 2013 error OTRS-CGI-10 Need QueueID!
Tue Apr 16 06:26:08 2013 error OTRS-CGI-10 No such TicketID (1366086289.5391081.25997346)!
Tue Apr 16 06:26:08 2013 error OTRS-CGI-10 No such TicketID (1366086289.5391081.25997346)!
Tue Apr 16 06:26:08 2013 error OTRS-CGI-10 No such TicketID (1366086289.5391081.25997346)!
What is strange is the TicketID.
Obviously since the the ticket is not yet created I do not expect it to be standard, but it's weird.
I even tried with my admin user, who has full access to everywhere - i think it might be a bug.
Someone has the same feeling ?
Massimo Bianchi
skype: massimo.bianchi
OTRS:3.1.14, ITSM:3.1.8, httpd, mysql, Centos 6.3 on X86_64
skype: massimo.bianchi
OTRS:3.1.14, ITSM:3.1.8, httpd, mysql, Centos 6.3 on X86_64
-
- Znuny newbie
- Posts: 67
- Joined: 02 Apr 2012, 12:18
- Znuny Version: 3.1.14
- Real Name: Massimo Bianchi
- Company: NPO Sistemi S.p.A.
- Contact:
Re: permission to link a ticket in agentticketphone
Confirmed, it's a bug: http://bugs.otrs.org/show_bug.cgi?id=9336
Massimo Bianchi
skype: massimo.bianchi
OTRS:3.1.14, ITSM:3.1.8, httpd, mysql, Centos 6.3 on X86_64
skype: massimo.bianchi
OTRS:3.1.14, ITSM:3.1.8, httpd, mysql, Centos 6.3 on X86_64
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- Znuny newbie
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- Joined: 05 May 2013, 17:52
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- Real Name: Jason
- Location: United Kingdom
Re: [SOLVED] permission to link a ticket in agentticketphone
got stuck in this issue too thanks for the solution it worked nicely.