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!
Can't move tickets to other queues
Moderator: crythias
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- Znuny newbie
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- Joined: 05 Dec 2013, 18:17
- Znuny Version: OTRS 3.1.6
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- Znuny newbie
- Posts: 18
- Joined: 05 Dec 2013, 18:17
- Znuny Version: OTRS 3.1.6
Re: Can't move tickets to other queues
Nope, any of them... When I open the droplist to select new queue only appears the actual queue...
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- Znuny newbie
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- Joined: 20 Oct 2014, 20:08
- Znuny Version: 3.3.9
- Real Name: Themis Zarotiadis
Re: Can't move tickets to other queues
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.
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.
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- Znuny newbie
- Posts: 18
- Joined: 05 Dec 2013, 18:17
- Znuny Version: OTRS 3.1.6
Re: Can't move tickets to other queues
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...
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...
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- Moderator
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Re: Can't move tickets to other queues
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.
Also, move is unavailable if the ticket is locked to another agent.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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- Znuny newbie
- Posts: 18
- Joined: 05 Dec 2013, 18:17
- Znuny Version: OTRS 3.1.6
Re: Can't move tickets to other queues
Hi Crythias,crythias wrote: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.
I know, but still not working (and don't know why)