[ACL] How to hide tickets in queue using ACL

[piotreksmoq]

Hi!

I have big problem with OTRS (ver. 5). In my processes i want to hide tickets in queues according to value of dynamic field, but only for one group of agents.

Example:
in queue Helpdesk i will have 5 tickets visible only by a group Helpdesk and 3 tickets visible only by a group Application support. 5 tickets will have empty dynamic field, but 3 tickets with limited availability will have "app" in dynamic field.




Forgive the poor explanation and bad language.
I hope, however, that someone will be able to help me

[root]

That's not possible, use different queues with permissions to hide the tickets.

[piotreksmoq]

Subqueues is bad idea. I have a 20 queues and for each 4 subqueues. So i cant add 3 or 4 sub-subqueues for each subqueues.


There is any solution for that?

[root]

Not without development. Permissions are bound to the queue and not to the tickets. Maybe reorganize your queue structure, 80 queues sounds a lot to me.