Let Agents with ro view tickets on there QueueView [SOLVED]

[arvobowen]

OK I have the following...
+ 4 users (agents)
- "Agent1"
- "Agent2"
- "Agent3"
- "Agent4"

+ 5 customers
- "Customer1"
- "Customer2"
- "Customer3"
- "Customer4"
- "Customer5"

+ 2 customer companies
- "Company1"
- "Company2"

+ 1 queue
- "Tech Support"

- The idea is...
Customers 1-3 belong to Company1 and customers 4-5 belong to Company2.
Agents 1-2 have full access to the "Tech Support" queue and agents 3-5 can only VIEW all the tickets.


I want to do the following...
- Have agents 3-5 be able to submit tickets (create them) and also view the current tickets open. This prevents multi tickets from being open on the same issue and for management to be able to view all the tickets that need to be processed. I DON'T want agents 3-5 to have full access because I do not want them to close, move tickets, etc..
- Have agents 1-2 have full access to the tickets. Closing, opening, moving, etc..

[crythias]

I believe you're close enough, once you've assigned the queue to the group, you'd use Users <-> Groups, select the group, click or unclick appropriate checkboxes. Note that rw is needed to be an Owner (at least, to be chosen in the automatically populated drop-down list when creating a new ticket).

[arvobowen]

That's where I'm getting confused..
I have the Agents set up and all of them are in the "tech support" group. Then I have the "Tech Support" queue set to the "tech support" group...

In the "Users <-> Group" area for the group "tech support" I have the following...
User---ro---move_into---create---note ---owner---priority---rw
Agent1---X---X---X---X---X---X---X
Agent2---X---X---X---X---X---X---X
Agent3---X---O---X---O---O---O---O
Agent4---X---O---X---O---O---O---O
Agent5---X---O---X---O---O---O---O

* Note "X" is ticked and "O" is an empty box

* Note with this config, I would think that Agent's 1 and 2 would have full access to create,close,move,etc tickets. Then I would think Agent's 3-5 would only be able to create and VIEW the tickets that other users (including them selfs) created that are in the "Tech Support" queue. But it seems that Agent's 1 and 2 are working correctly but Agent's 3-5 can not see any tickets. If I tick rw for Agent's 3-5 then they can of course have full right's over the tickets in the "Tech Support" queue just as Agent's 1 and 2...

So what am I doing wrong? Why will Agent's 3-5 not see ANY of the tickets in the "Tech Support" queue?

[peter_sk]

To be honest... I don't think these permissions work as they should (or as I understand them).

Please someone correct me, if I'm wrong! Please explain the philosophy behind that.

[arvobowen]

I think I might have found something useful out!!! Scowering the internet I ran across a page out of the OTRS manual... There is a setting in SysConfig you can set, in version 2.4.7. "ViewAllPossibleTickets"

Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets: Show all ro and rw queues in the QueueView (not only rw queues)?

The default is no... If you change it to yes you can then see the "ro" queues within the QueueView (When you click the "Ticket" button at the top).