Ticket forward limitation of visible customer users

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graychev
Znuny newbie
Posts: 19
Joined: 19 Jan 2021, 18:19
Znuny Version: 6 CE
Real Name: Georgi Raychev

Ticket forward limitation of visible customer users

Post by graychev »

Dear Team,

Please for your advice.

When we create a ticket and send it to an agent, the agent can use forward option and send the ticket to another agent within the system, customer user set email address and just to type in some external email. All this works OK.

During the selection of forward and type in the desired email, agent can see all the registered customer users in the system.
(see attached image)

My question is can I somehow limit this, meaning this agent (part of another queue) not to be able to see all my registered customer users.
Also can any agent have his/her Address book with emails (no matter if they are OTRS registered users or not).

Thank you in advance.

Best regards,
Georgi
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zzz
Znuny superhero
Posts: 888
Joined: 15 Dec 2016, 15:13
Znuny Version: All
Real Name: Emin
Company: Efflux GmbH
Contact:

Re: Ticket forward limitation of visible customer users

Post by zzz »

Hello Georgi,

Both features do not come out-of-the-box and would need custom development.

Best regards
Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/

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graychev
Znuny newbie
Posts: 19
Joined: 19 Jan 2021, 18:19
Znuny Version: 6 CE
Real Name: Georgi Raychev

Re: Ticket forward limitation of visible customer users

Post by graychev »

Hi Emin,

Thank you for the reply.

Best regards,
Georgi
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