Agent Permissions not work after Queue change

[DominikSPS]

Hey,

I have a strange problem in my OTRS.

Queue A: RW permission
Queue B: RO/ MOVE INTO/ MOVE - permission
(Queue B is an under Queue of A)

When a ticket is created in Queue B I only have RO/MOVE INTO/MOVE permission, which is exactly what I want. But as soon as I moved the ticket into Queue A (where I have RW permissions) and then BACK to Queue B I have full control. I created my Queues and Rules like this: Group -> Queue (select Group) -> Role -> Assign Role to Group (RW / MOVE / ....) -> Assign Agent to Role.

So like I said, my permissions only work as long as the ticket gets not moved into another Queue with diffrent Agent permissions.

Can anyone help me please?

[root]

Hi,

Maybe you have another PermissionModule activated.
I would check the System Configuration for Ticket::Permission### and check all these entries.
Unless there is a Community Edition of 7 we can only guess. Isn't professional support included in your version?

- Roy

[DominikSPS]

Hi Roy,

I we are using the Community Edition....
I checked the System Configuration for Ticket::Permission###. And it is very hard to understand what all of these options do.


And noticed something else. When I moved the Ticket from Queue B to Queue A the Ticket-Owner becomes "Admin-OTRS" is that normal?

- Dominik

[skullz]

Hey,

I have a strange problem in my OTRS.

Queue A: RW permission
Queue B: RO/ MOVE INTO/ MOVE - permission
(Queue B is an under Queue of A)

When a ticket is created in Queue B I only have RO/MOVE INTO/MOVE permission, which is exactly what I want. But as soon as I moved the ticket into Queue A (where I have RW permissions) and then BACK to Queue B I have full control. I created my Queues and Rules like this: Group -> Queue (select Group) -> Role -> Assign Role to Group (RW / MOVE / ....) -> Assign Agent to Role.

So like I said, my permissions only work as long as the ticket gets not moved into another Queue with diffrent Agent permissions.

Can anyone help me please?

Maybe you are the responsible to the tickets ?

Hi Roy,

I we are using the Community Edition....
I checked the System Configuration for Ticket::Permission###. And it is very hard to understand what all of these options do.


And noticed something else. When I moved the Ticket from Queue B to Queue A the Ticket-Owner becomes "Admin-OTRS" is that normal?

- Dominik

Either ForceOwnerResetOnMove setting is activated or you have generic agent that reset the owner upon queue update.

This assumption based on OTRS 6 Community Edition. And v7 is not yet available / will not available for community. So, yeah..