As the topic, I would like each agent cannot see tickets which have been locked by other agents.
If a ticket is not locked, every agent can read it, once it is locked, only the owner and administrator can read it.
Is it possible in OTRS?
I have been searched around in tickets settings but can find nothing.
Thanks.
How to disable the agents to view others'tickets
Moderator: crythias
-
- Znuny advanced
- Posts: 121
- Joined: 30 Aug 2011, 10:48
- Znuny Version: 3.3.8 && 4.0.9
- Real Name: Artjoms Petrovs
- Location: Latvia
Re: How to disable the agents to view others'tickets
Have been stumbling upon this and here is the idea - it is impossible with a default setting of OTRS.
TicketSearch() function will allow to find the needed ticket no matter what permissions to what queues you have
What I suggest is to tweak Ticket.pm module, which is used to grant permissions to every Ticket object (Like for a ticket in AgentTicketZoom.pm)
And in this function add some criteria, like:
TicketSearch() function will allow to find the needed ticket no matter what permissions to what queues you have
What I suggest is to tweak Ticket.pm module, which is used to grant permissions to every Ticket object (Like for a ticket in AgentTicketZoom.pm)
Code: Select all
# check permissions
my $Access = $Self->{TicketObject}->TicketPermission(
Type => 'ro',
TicketID => $Self->{TicketID},
UserID => $Self->{UserID}
);
Code: Select all
/perl pseudocode Ticket.pm ~line 3291/
if($Ticket->{isLocked} && $Ticket->{Owner} ne $Self->{UserID}){
return;
}
Ar cieņu / Kind regards,
----------------------------------------
Artjoms Petrovs
Sistēmu analītiķis/Programmētājs /
Systems Analyst/Programmer
----------------------------------------
Artjoms Petrovs
Sistēmu analītiķis/Programmētājs /
Systems Analyst/Programmer
Re: How to disable the agents to view others'tickets
Great thanks!
I am new in both perl programming and OTRS, I will have a try on this.
I am new in both perl programming and OTRS, I will have a try on this.
-
- Znuny advanced
- Posts: 121
- Joined: 30 Aug 2011, 10:48
- Znuny Version: 3.3.8 && 4.0.9
- Real Name: Artjoms Petrovs
- Location: Latvia
Re: How to disable the agents to view others'tickets
A small hint - use Ticket object Plus methods TicketOwnerGet() and TicketLockGet() to get required info
Ar cieņu / Kind regards,
----------------------------------------
Artjoms Petrovs
Sistēmu analītiķis/Programmētājs /
Systems Analyst/Programmer
----------------------------------------
Artjoms Petrovs
Sistēmu analītiķis/Programmētājs /
Systems Analyst/Programmer