This probably sounds a little weird, but I need a state type for tickets that I have archived.
I have written a program that archives closed tickets older than a couple of moths using the OTRS PDF functions. I want to set these tickets state types to a new state 'archived (removed)'. Of course I do not want any agent to be able to select this state type, since my program won´t archive one of these marked tickets again.
It could also be an option to make all 'removed' states invisible to agents, since only GAs remove tickets (mostly spam).
Does someone know how to achieve this?
set certain 'state' active, but inavailable to agents
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ferrosti
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set certain 'state' active, but inavailable to agents
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crythias
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Re: set certain 'state' active, but inavailable to agents
Why not a an archive queue? History will still tell you what queue it was a part of...
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ferrosti
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Re: set certain 'state' active, but inavailable to agents
Hmmm... this would be kinda uncomfortable to administrate.
First of all our agents do not have access to the history option and they for sure will not get this allowed from their boss.
Second is that I have several mandants (subsidiaries) working on this system, which themselves would need an own archive. And I already have 77 queues in this system.
Since I am preparing for an upgrade from 2.3 to 3.0 for this system I´ll probably have a look at its archive feature.
The other option I came up with could be way more comfortable: ACL and disallow this state for all agents, except the 'PDF Export' user.
Still, any serious comments appreciated
First of all our agents do not have access to the history option and they for sure will not get this allowed from their boss.
Second is that I have several mandants (subsidiaries) working on this system, which themselves would need an own archive. And I already have 77 queues in this system.
Since I am preparing for an upgrade from 2.3 to 3.0 for this system I´ll probably have a look at its archive feature.
The other option I came up with could be way more comfortable: ACL and disallow this state for all agents, except the 'PDF Export' user.
Still, any serious comments appreciated
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems