[SOLVED] Hide Junk queue in New Tickets

[HervE]

Hello,

When we receive spam we move the ticket to Junk queue. (Easy and quick using the dropdown combo-box!)
But still the ticket state is New, so it still appears in New Tickets in the dashboard.

So I'd like to know if it is possible to hide Junk queue in New Tickets, and how?

Regards,
HervE

[crythias]

You could not be a member of the group belonging to junk, or use generic agent to close the ticket...

[HervE]

Thanks for your answer.

I don't know what you mean with "group belonging to junk", because I can't see anywhere a relationship between groups of agents and queues!?

Junk queue is not in "My Queues", and still I can see Junk tickets in New Tickets.

So... is Generic Agent the only way to do?

What about Ticket -> Frontend::Agent::Dashboard, setting DashboardBackend###0120-TicketNew, key Filter?

HervE

[crythias]

Queues belong to groups, agents belong to groups. If agents aren't of the group that a queue belongs to, the agent won't see the queue and therefore the tickets that belong to the queue.

[jojo]

Queues assigned to groups
Agents have permissions on groups (direct or via roles)

[HervE]

OK.
So let's say I create a group called 'cleaner'.
I assign only user 'root' to this group.
Junk queue belongs to this group.
Then all users but 'root' can never see tickets from Junk queue.

But...
They even don't know about Junk queue.
Thus they cannot move a ticket to this queue! Which yet was my purpose (see what I wrote at the beginning of this thread).

So I'm afraid this solution isn't for me unfortunately.

HervE

[crythias]

I've been successful at moving tickets to queues that don't belong to me, if I have move_into privileges.

[HervE]

Good remark!
Thanks.

HervE