[partly solved] Agent Impersonation or forced "My Queues"

netjess · Post by **netjess** » 18 Jul 2018, 17:30

Hello,

Is there a method to impersonate an agent to adjust settings as an admin or is there a method so force an agent or role to be subscribed in "My Queues"?
Ensuring consistency in these settings seems to be a bit tedious and subject to human error, especially as queue list grows.

Thank you.
Jesse.

Post by **root** » 19 Jul 2018, 11:17

Hi,

Yes there is the possibility. Search the System Configuration for SwitchToUser and after enabling it you'll have a new link for each agent in the agent overview.

- Roy

netjess · Post by **netjess** » 20 Jul 2018, 16:11

Thank you Roy.

wurzel · Post by **wurzel** » 20 Jul 2018, 17:37

Hi,

as an admin you can change all settings directly without switching to the user context.

Florian

netjess · Post by **netjess** » 20 Jul 2018, 17:58

Hello Florian,
I have not found where I can set an agents participation in notifications or "My Queues" without being logged in as that agent.

Would you be able to enlighten me?

Thank you.
Jesse.

zzz · Post by **zzz** » 20 Jul 2018, 18:49

Hello Jesse,

in OTRS 6 you can find it under AdminUser -> press on an agent -> 'Edit personal preferences for this agent' on the left sidebar.

Best regards
Emin

netjess · Post by **netjess** » 20 Jul 2018, 23:35

Hello,

Okay. Yes I can edit "My Queues" under aget > edit. I do not see how to edit participation in notifications such as you would under the personalization settings.

OTRS_personalization.PNG

Thank you,
Jesse.

Znuny Open Source Ticketsystem

[partly solved] Agent Impersonation or forced "My Queues"

[partly solved] Agent Impersonation or forced "My Queues"

Re: Agent Impersonation or forced "My Queues"

Re: Agent Impersonation or forced "My Queues"

Re: Agent Impersonation or forced "My Queues"

Re: Agent Impersonation or forced "My Queues"

Re: Agent Impersonation or forced "My Queues"

Re: Agent Impersonation or forced "My Queues"