Hi all, we are in the proses of setting up OTRS help desk, but ran into a problem regarding the queues and responsibilities. The way our help desk works is that the First line support has 2 Queues second line 1 queue and then a supervisor queue to handle escalations, this works fine but there is 3 specialist queues that must only help solving the tickets and must be added as responsible for solving the tickets (not be the owner of the ticket) as first and second-line must stay the owner. But in OTRS you can only change responsibility to agents in the same group with RW rights, and we don't want the specialist groups to see all tickets just there responsibilities, but first line must see all tickets regardless of additional responsibilities (not just using search if they want to see it)
can this be done or something like add individual to a the ticket
OTRS newbi
Queue's and Responsibilities
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