Hiding Queues without removing rw-Rights

[matrei]

Hi everybody,

I am a big fan of this forum like I found an answer for nearly all my OTRS troubles. But this one is a little bit tricky and I can't find a solution:
We want to hide certain queues (for example from TicketQueueOverview) for certain groups but those groups should still have read and write access to these tickets (e.g. via search). Is that possible?
As far as I understood group permissions I can neither do this with "Permission" in DashboardBackend###0270-TicketQueueOverview (like the group should have rw rights too) nor with ACLs where I can change the Ticket-Menu and Actions but I can't change which Tickets and Queues shall be shown.

Do you have any idea how this might be possible?
Best
Martin

[Charmacas]

Interesting question. I am giving my +1 for that.

But don't you want to maybe move tickets in that certain queues? I think then the visibility could be done by ACLs.

[matrei]

Hi Charmacas,

thanks for your thoughts, moving tickets is actually not the problem, but I think it might be more of a workflow issue on our side than an lacking OTRS feature. I was just curious if somebody knows a solution

Best Martin

[Charmacas]

Does anybody have an idea?

I may need that because it is possible that we want to hide queues on the ticket overview but tickets should still be searchable.

Example: Assume there are two departments. The queues are not actually visible by each other but searchable. Department 1 has a ticket and works on it. Then there comes a task for Department 2 and 1 moves it to them. Now the customer who had contact with 1 before wants to know the status of their request. So that's why 1 should also be able to search for the tickets sitting in Department 2.

I hope you get the idea. Maybe there is another solution for that but I am not aware of any.

-- Edit --
And in my case I am able to uncheck RW permissions. I already did that because I defined some other permissions to be able to handle it better.

[wurzel]

Hi,

for searching a ro permission is sufficient.

Department 1 has a ticket and works on it. Then there comes a task for Department 2 and 1 moves it to them. Now the customer who had contact with 1 before wants to know the status of their request

the ticket should not be moved, but splitted. Works like a charm.


Flo