Access to agents

[rameshbalajee]

Hi

Cheers !!

I am new to OTRS. Help me out to this.
I would want to create an agent, who shall reply to tickets but shall not assign responsibility and shall not update priority.

I configured a role limiting the rights and linked users group to the role.
Unless RW (Read / Write) full access is given to that agent for that group, he is unable to work on the ticket, respond / close.
If i give RW access, he has all access incl of priority and owner update

Documentation and googling dint help me in this


Cheers
Ramesh

[jojo]

use ACLs for this

(search faq.otrs.org for examples on ACLs)