Restrict from assigning to specific agent?

[knischan]

Is there any way to do that? I have an agent in OTRS with a generic name like "Server Escalation Team". The queue is problem specific, like Hosted Services::Website Issues::IIS so I didn't want to make a "Server Escalation" queue because I'd lose the problem granularity which is what led me to an agent. It's actually handy because I noticed that if I use a queue and my tier 2 guys configure their preferences to monitor that queue, they get notified when a ticket is -created- in that queue, but not when a ticket moves to that queue. With the agent, I can set the agent email addy to a distribution list of my tier 2 guys so they all get notified regardless.

Anyway, I digress. Problem is I've been adding agents from other parts of the company as we expand our OTRS utilization and we have some people escalating things that shouldn't be. I want to restrict the ability to assign tickets to my escalation agent to a specific group of people. Is there any way to do that?

The solution I thought of is to create a special "Escalation" role which does not have group rights to the regular queues, just one "escalation" queue. That way the agent doesn't show up for regular people. Then I realized the snafu; it still requires people to move the ticket to a generic queue, which is what I originally wanted to avoid. Grrr.

[jojo]

if they switch on te be informed on a move they also will get this notification. A different way would be to use Notification event for this.

But you can also try to create an ACL for this. (Have a look on faq.otrs.org and in the admin manual on ACLs)