Dedicated Queue for Agent

[hfstef]

Hello,

We are using OTRS 3.1.11 and we have completed the configuration but one last important thing is pending.

We want to create the dedicated agent queue so that our agents can use OTRS for their personal company emails (apart from the general ones - sales@ , support@ etc). This is the structure we are using in terms of Agents-Groups-Queues:

Agent: Stef
Groups: IT_Team , Users
Queues: IT_Internal_Support , Stef_Queue

Group Relations for user Stef:
IT_Team -> RW
Users -> RW

Queues:
Queue 'IT_Internal_Support' is in Group 'IT_Team'
Queue 'Stef' is in Group 'Users'
No Sub-Queue defined

The above setup is replicated for second user, 'Peter'. E-mail addresses and PostMaster Mail Accounts have also been setup.

However we have the following issues:

1. User 'Stef' can see Peter's dedicated queue as well which is wrong. Each user should only see his dedicated queue (in our case User Stef should see only 'IT_Internal_Support' and 'Stef').

2. We tried sending email from 'Stef' account (using the dedicated queue 'Stef' from the drop-down) to Peter's email address. We logged in with account 'Peter' but the email is nowhere. From account 'Stef' we see that the email appears twice in 'Stef' queue. It's like user 'Stef' sent it to his own address!!

By the way, in mailserver logs we see that everything is fine. Email has been sent from 'Stef' email address correctly and landed on 'Peter's mailbox.

We have spent a lot of hours troubleshooting this problem but we still didn't find a workaround so we need community's assistance!

I hope the description of our scenario is descriptive enough so you can help me...

[hfstef]

Hello again,

Problem number 1 is fixed. It was a clear permission issue. However, the problem is exactly the same as the one mentioned here:

http://lists.otrs.org/pipermail/otrs/20 ... 09537.html

The agent does not receive e-mails sent to his designated personal e-mail / queue.

Any help / input is appreciated as I am stuck on this 96 hours now.

[crythias]

We tried sending email from 'Stef' account (using the dedicated queue 'Stef' from the drop-down) to Peter's email address

What is the dispatch setting in the Admin Page, PostMaster?

If it's queue, it will go to one queue.
If it's To, it will go to the queue assigned to the email listed in "System Email Addresses".

But note that OTRS isn't an email system. Sending emails from Agents to other Agents as tickets is probably not efficient.