[SOLVED] Attribute responsible to a ticket,

[chebert]

Hello!

I am setting up OTRS for the use in our core facility. I need to use the responsibility, Now I have the following:

Queu1
group 1
role1 (note & owner)

agent1 in group1

in addition:
role 1 (owner & note) in group1

Now if I have a ticket in Queue1 I can attribute the *ticket owner* to agent 1, but not the *ticket responsible*

I would be grateful for any help

Cécile

[crythias]

Did you enable Responsible in SysConfig?

Please describe what "I can't" means as it relates to your experience.

[chebert]

Did you enable Responsible in SysConfig?

Please describe what "I can't" means as it relates to your experience.

Yes, responsible is enabled, and the menu item appears in ticket view

I can clik on that menu item called "Responsibile", it opens a popup window with a dropdown list called "responsible" contaning agent names. I am missing "agent1" while
-- I see other agents (with higher rights (rw) )
-- I see agent1 in the similar dropdown list from the popup window "Owner", meaning I could give agent 1 the ticket ownership but not responsibility.

I could try and send a couple of screenshots

[chebert]

Some precision:

everything works as described here:
http://doc.otrs.org/3.0/en/html/monitoring-tickets.html

*except* that the agent I have in mind for attributing responsibility does not show in the dropdown list while the same agent will show up if I try to give him ownership of the ticket

Cécile

[crythias]

Maybe Agent1 doesn't have the queue highlighted in "My Queues"

[chebert]

Maybe Agent1 doesn't have the queue highlighted in "My Queues"

Not only that, Agent1 had no queues to highlight.

I changed the permission to RO + Queue + note instead of just queue + note in the role1 to which Agent 1 belongs.

Now Agent 1 can highlight queues, and did it.

Still that doesnt solve the issue. However, I foundt he following: in

http://doc.otrs.org/3.2/en/html/administration.html :

Not all available permissions are shown by default. These additional permissions can be added.

Table 4.3. Additional permission groups
Right Description
stats Gives access to the stats page.
bounce The right to bounce an email message (with bounce button in ticketZoom).
compose The right to compose an answer for a ticket.
customer The right to change the customer of a ticket.
forward The right to forward a messages (with the forward button).
pending The right to set a ticket to pending.
phone The right to add a phonecall to a ticket.
responsible The right to change the responsible agent for a ticket.


Note

These permissions can be added by changing the Ticket::Core::Ticket::System::Permission

However Ticket::Core::Ticket::System::Permission doesnt give a result in the Sysconfig ???

[crythias]

Edit Config Settings in Ticket -> Core::Ticket
System::Permission

[chebert]

Edit Config Settings in Ticket -> Core::Ticket
System::Permission

You mean I have to go to the menu Admin, then SysConfig and then type Core::Ticket in the search field ?

When I do this I get:

Result
No data found

[chebert]

Edit Config Settings in Ticket -> Core::Ticket
System::Permission

You mean I have to go to the menu Admin, then SysConfig and then type Core::Ticket in the search field ?

When I do this I get:

Result
No data found

Found it (by chance) in :

http://my.otrs.server/otrs/index.pl?Act ... Permission