Queue Permissions

[BobbyAC]

Hi Folks,

I have the following setup and i cant find a way to figure out how to solve this problem so hopefully you can help me.

1. we are a few persons in our office
2. there is 1 boss and the rest are assistants
3. only the boss should have the permission to change the owner of a ticket because he wants to see every progress
4. the assistants are allowed to work on the ticket and take the responsibilty and give it to other assistants

Every queue is bound to the 'users'-group. When i now remove the rw-permission from an assistant he can't see any tickets in the Dashboard anymore but they see the tickets in the Queue-View. I even changed Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets to yes but it didnt work.

I would be thankful if anyone could help me.

Greetz Bob

[aph]

When i now remove the rw-permission from an assistant he can't see any tickets in the Dashboard anymore but they see the tickets in the Queue-View.

That is because in order to see the tickets on dashboard, you need to have rw permissions so you need to change this. For example, if you want to allow users with read only permission to a queue to be able to see open tickets, you have to change Permission = rw to Permission = ro in SysConfig under

Code: Select all

Ticket -> Frontend::Agent::Dashboard

The setting can be found under

Code: Select all

DashboardBackend###0130-TicketOpen

Simillarly, if you want to allow users with read only permission to a queue to be able to see new tickets, you have to change Permission = rw to Permission = ro in SysConfig under

Code: Select all

Ticket -> Frontend::Agent::Dashboard

The setting can be found under

Code: Select all

DashboardBackend###0120-TicketNew

and so on

[BobbyAC]

Hey aph!

Thanks for your help! Everything worked so far! Now i have a little more problem.

Now 1 of the assistants has all the rights without owner and rw but I'm not possible to set him as an responsible person for a ticket! Can you tell me which kind of changes i have to make for that?

Thanks so far!

[crythias]

without ...rw but I'm not possible to set him as an responsible person for a ticket!

Because responsible needs full rights. Responsible and Owner are interchangeable by designation.

[rvaldomir]

without ...rw but I'm not possible to set him as an responsible person for a ticket!

Because responsible needs full rights. Responsible and Owner are interchangeable by designation.

crythias, you can add responsible as permission editing sysconfing, and rw will not be necessary to be responsible. Just a way to avoid RW