Groups/roles possible to edit/reply on locked tickets?

[hkais]

Hi together,

is it possible to give a specific person group/role the permission to reply on a locked ticket, which is owned by a different agent?

[skullz]

1. Turn on responsible features if not yet on by default, its off.

OR

2. Turn off required lock setting at System Configuration > AgentTicketCompose

[hkais]

1. Turn on responsible features if not yet on by default, its off.

How can I configure this feature? Is it possible to configure it per agent/role/group? So only specific users get the right to do this?

2. Turn off required lock setting at System Configuration > AgentTicketCompose

As I see this feature, this is changing the behaviour for all agents and groups. How can I narrow down the behaviour?

[hkais]

this requirement popped up again.

Is it possible to allow a specific group to override the lock and to be able to reply anyway?
If what settings are this?

[reneeb]

For one of my customers I customized the Kernel::System::Ticket::Permission::OwnerCheck module to do something like this. In the SysConfig you could add a mapping - e.g. group 'dev' => group 'boss' - , so that members of 'boss' can do the same things as the ticket owner when the ticket owner is a member of 'dev'.

[hkais]

okay if I understand you well, the requirement needs custom code(ing)?

[reneeb]

As far as I know, yes (maybe the codebase has changed since then). But you could play with the Permission modules yourself. The OwnerCheck is hardcoded in some frontend modules (e.g. https://github.com/znuny/Znuny/blob/0e6 ... se.pm#L166)