Due date of the ticket

[hongphuc]

Hi all,

In OTRS, at the moment, all agent can change the due date of the ticket. Now I just want some can, and some can not. Can I config as mention?

I remove the auth rw of group user, then the agent can not change the due date as I want, but it also can not show the tickets in Dashboard which I don't want to do this.

Please give me advice for this case.

Thanks for your help in advance.

Best regards,
Hong Phuc

[jojo]

I guess you are talking about the pending reminder...

You can change the dashbaord settings to show also ro tickets. Or you use ACLs to rescrit ticket actions

[hongphuc]

Not pending reminder Jojo. I said about the the due date of the ticket.

When created new ticket in OTRS, we must set the due date of it. And I want that just some agents have auth to change that date.

Can we do that?

Thanks for your help.

[jojo]

What ticket acrtion is needed to change the due date?

restrict this action by an ACL

[hongphuc]

Hi Jojo, when the ticket is nearly meet the due date but we need more time for that case, so we will change the due date of that ticket by go to Additional ITSM fields to change it. And I just want this fields to disable from some agents only.

So I will use the ACL for my case? Right?

[jojo]

yes an ACL would be the best

[hongphuc]

Hi Jojo,

OK, thanks for your feedback. I haven't touch in the ACL yet but I will try with this. Will ask your help then

[hongphuc]

Hi Jojo,

I try many time but I still not forbid some agents to change the due date of the ticket yet, please help for this case.

I want to not allow some agent to access this field, could you please show me how can I do it with thanks!

[jojo]

you can not restrict per field base (this would require an additional module only available for support customers) but you can restrict the action to open the full additional ITSM Value screen

[hongphuc]

Hihi Jojo,

So please help me how can I restrict agent to access that field, but just specific agent only.

I'm really i trouble with ACL so please help me out of this with thanks!

[jojo]

read my last post
read the admin doc on ACL (http://doc.otrs.org)