Moving tickets between queues

[ChrisMachnicki]

Hi All,
With several departments currently using OTRS and more to come on board the question has been raised about moving incorrectly assigned tickets between queues.
The current set up is for all departments to have their own queue with read/write access and each others queues with read access. This is great for only having immediate viability of their own tickets but being able to search for tickets if they need too (the previous set up meant tickets disappeared due to permissions).
The problem now is if a customer puts a ticket into the wrong queue and wants to change it the only people that seem to be able to move them are the queue owner or an admin.
Is there any way for non queue owners to be able to search for a ticket and move it without being granted R/W?

The only thing I could find was referring to Generic Agent but I'm not sure what would need to be set in here.

Thanks

[reneeb]

There is a permission called move_into.

[ChrisMachnicki]

If I login as a test user with permissions on Queue A and a ticket is in Queue B even with the move_into option set on both queues the Queue: move dropdown doesn't show

[crythias]

If I login as a test user with permissions on Queue A and a ticket is in Queue B even with the move_into option set on both queues the Queue: move dropdown doesn't show

Makes sense. You probably also need RO on Queue B.

This is an adjoining room problem. There are no locks on adjoining room doors (between the rooms). However, even if you have permission to move between rooms, unless you have access to the other room, you can't really move from the other room to your room.

[ChrisMachnicki]

All queues have RO, move into, create, note, owner & priority. The only thing different is RW is only assigned to the role that will manage the queue.

I think your explanation makes sense. A visitors can visit but mustn't take what isn't theirs. So only two ways to solve this I guess -
Take ownership of the ticket and then move
or
Grant R/W on all queues and then organise the dashboard

[crythias]

actually, I am wrong. I misremembered that you can add a move permission in sysconfig.
viewtopic.php?f=62&t=24302#p96507 (don't read my mistake above the post)

[ChrisMachnicki]

I thought I'd read somewhere about a move option but couldn't find it again and thought I had misread.

Any idea where this needs adding?

[ChrisMachnicki]

The above explanation cleared this up perfectly. Thanks