Agent vs Group (Permissions)

[marconi]

Hi

I've installed OTRS 3.1.7 and I was trying to understand how it works with agents vs permissions (ro, move_into, ..., rw), but I couldn't do it any way.
I've tried creating an agent (Agent A) that just has permission to take care of a queue, eg. Raw, and move the tickets in there to suitable queue.
Then I've created 2 queues, Queue#1 and Queue#2, and its groups are group1 and group2, respectively.

I've given those permissions to the *Agent A*:
users (Junk, Raw): ro, move_into
group1 (Queue#1): move_into
group2 (Queue#2): move_into

Thus when the customer creates a ticket in the Raw queue, the *Agent A* can't move it to other queue because the *move* field doesn't appear to him.
But in the zoomed ticket view appears the *Link* button, I couldn't understand it because I would like the *Agent A* doesn't have permission to modify any thing.

Could someone explain me what's happening ?!

[jojo]

for move you'll need the move permission which can not be choosen in default configuration. So it is included in rw permission.

You can add the permission via sysconfig (System::Permission)

[marconi]

jojo,

Nice, thanks a lot !!!

I've seen others built-in permissions: note, close, pending, customer, freetext, move, compose, responsible, forward, and bounce.
About *compose*, what the difference between it and *create*, so what is that permission for?

[jojo]

create allows an agent to create a new phone or email ticket
compose allows the answering of a ticket via email

[marconi]

Thanks one more time!