how do I restrict the visibility of tickets to agents?
Normally, when agents are assigned to a queue, they can see all tickets in that queue. I would like the agents to only see tickets they are owner/responsible of. They should not be able to see new tickets or tickets (being) handled by other agents.
Limiting ticket visibility to agents
Moderator: crythias
Limiting ticket visibility to agents
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
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crythias
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Re: Limiting ticket visibility to agents
per agent queues.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Limiting ticket visibility to agents
my point being: Agents should not see all tickets in a queue. For example, if a new ticket arrives in a queue agents see it, if she has permissions to the queue. However, I would like that agents see only tickets assigned to them.
Simillarly if agent clicks on 'all tickets' link in widgets like open tickets, escalted tickets, she sees all tickets, even those she is not owner of / responsible for.
How do I restrict the visibility of tickets to agent such that they can see only tickets thy are owner of / responsible for and not other tickets in the queue they have permission to.
Simillarly if agent clicks on 'all tickets' link in widgets like open tickets, escalted tickets, she sees all tickets, even those she is not owner of / responsible for.
How do I restrict the visibility of tickets to agent such that they can see only tickets thy are owner of / responsible for and not other tickets in the queue they have permission to.
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
-
crythias
- Moderator
- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Limiting ticket visibility to agents
This is your restriction. Queues are like a folder/Inbox where all the agent(s) who are able to handle the tickets for that queue gather and collaborate. If you don't want the collaboration, use per agent queues.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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