How to configure the following scenario?

[blastik]

Hi guys,

Up until now the OTRS im administering was only used by the IT sysadmin and the developers team (one queue each) but now i'm adding the Operations (with their own queue) who are going to work as agents as well (previously they would work as customers only with the company tickets option enabled so they could see and reply ticket from their colleagues). The problem is that now as agents, I dont want to give them RO access to any of the IT queues but I do want them to see only tickets created by them into those queues to be able to follow up with us by adding notes (they do have MOVE_INTO and CREATE permissions) . If the Operations agent creating the ticket does a 'watch' after the ticket submission there is no problem (he or she can read it and add notes), as well as 'spliting' one of their ongoing Operation tickets to create a child object into any of our IT queues.
Now... my question is, what happens when another agent want to follow up as they were doing when they were customers with Company tickets?
Any hints? Perhaps my idea of the setup is wrong and I should be thinking in a different way...

Thanks!
David

[blastik]

Sorry just realised this post should be in Help :S

[wurzel]

Hi,

in agent interface the permissions are on queue not on tickets. You can not reach your goal in one queue.

If you need such a setup, you need to built up customer-queues. Not recommended.

Flo

[blastik]

Sorry to follow about this again...
Then I guess that the only possible workaround would be to create a new queue shared between Operations and the IT team.
What do you guys think?

Thanks