Responsible for one Agent.

[spiderpig]

Hi,

i was wondering if it is possible to let only one Agent(manager) have permission to control the Responsible on tickets. ?

[micshi]

That may be possible, but I did not validate it.

The agents permission of OTRS is based on role. You can enable responsible permission only to the service manager and all other agents don't have responsible permission.

Thanks,

micshi

[ferrosti]

You´d have to add a group, which you limit this module on in SysConfig. This way only an Agent with this group is able to see the Responsible button. Make sure to remove the Responsible feature from other Webforms, if so.

[spiderpig]

Thank you for the reply,
change plan

now i want to make the manager default responsible for one queue (every ticket) do you think that is possible ?
and do i understand it right, responsible is more for managers to have overview and the agent is the worker ?

[ferrosti]

There is no need to bind a responsible to a queue, since by organization one can easily handle it.
Responsibility for tickets makes sense in case tickets are to be moved between queues, so that the responsible person is able to keep track of tickets/topics.

One could install a filter and set the responsible person as soon as a ticket is opened, but I won´t go for that, since vacation and off-site work would need someone else to have a look on this.