"close" queues to specific users

zigzagbe · Post by **zigzagbe** » 22 Apr 2010, 02:19

Hello,

I'm a new user of this fantastic tool, and has one question about the users and the queues.

Once a user become the owner of a ticket, its OK, other users are not able to modify it.

But my question is BEFORE ticket is owned by a user, it is possible to make a queue accessible only by one user, and not the others ?
I was thinking it was done at user-config time ("my queues"), but there is no effect.
Even if I choose only "misc" queue, I am still able to write tickets of other queues (raw, postmaster, ... ...)

In other words, what I would like to do :
User1 able to access only to queue "raw"
User2 able to access only to queue "misc"
User3 able to access only to queue "postmaster"

By example, User2 should not be able to write tickets in queue "raw" (or even not able to SEE them).

My goal is to have several departments, which are only able to see their own tickets.

Actually, I am able to filter on "my queues", but unless its already owned by a colleague, I am also able to write into tickets from other queues than mine.

Is there a way to arrange this ?
By group our something ?

Thanks for your advice !
Vince

diginin · Post by **diginin** » 22 Apr 2010, 21:46

please make a group for each queue, and then assign the users permissions in this group, or not.

see the video

zigzagbe · Post by **zigzagbe** » 22 Apr 2010, 22:26

Hello !
Thanks to your video, it worls now !

I really appreciate your help.
Many thanks for your time !

diginin wrote:please make a group for each queue, and then assign the users permissions in this group, or not.

see the video

ferrosti · Post by **ferrosti** » 23 Apr 2010, 15:26

I´d suggest to use roles as well.
In case a ticket went into the wrong queue, you want to have a chance to move it into the correct one. Well, this is unless you want a supervisor for this job.
You then rather assign roles to your agents than groups.