Agents seeing all tickets in queue

[jibsonline]

Hi,

In my OTRS system if i enable rw access for an agent to a group he is able to see all tickets from the queue in his dashboard. And if i don't give rw access he doesn't see any tickets at all in his dashboard. What should be done so that an agent will see and only see tickets assigned to him in his dashboard?

[crythias]

dashboard is not personal. The locked tickets link at the top is personal.

[jibsonline]

But if the agent is the owner of a ticket it has to be displayed in his/her dashboard, right? Else the dashboard will be useless for agents without rw access on queues?

[jojo]

owners should have rw access to the queues where he is working in

[crythias]

Separate the agent into his own queue if you want that.

[jibsonline]

Let me try detailing my issue

Assume there are two agents : A1 and A2.

They belong to the same queue. If I give rw access to both they get to see all the tickets in the queue even though they are not owners of the tickets. IE., A1 can see tickets owned by A2 and vice versa in their dashboard.

What my query is that can it be set that A1 sees only tickets owned or assigned to him in the dashboard?

If I remove rw access to A1 he doesnt get to even see tickets owned by him

[reneeb]

Not in the standard dashboard. You have to edit the sourcecode...

[jojo]

the agents can click on the locked link inn the dashlet and will only the the ones they locked (own)