how to restrict agent to assign only himself

[ArielRauch]

Hi,
I would like to restrict an Agent to be able to only (lock = change owner to himself) and not to someone else. Is there a way to do it.

Thanks in advance

Ariel

[crythias]

Agents can only lock their own tickets...

[ArielRauch]

Thanks for the reply!

Nevertheless, it is the story of the chicken and the egg:)

I would like to give the agent the possibility to pull a ticket to himself (Lock) but not to change the owner to someone else.

Is this possible?

Thanks

Ariel

[crythias]

Yes. Check permissions in the group.

[ArielRauch]

To make the required workflow clearer:
1. Incoming tickets should be without Owner (how do I define this default?)
2. Every agent assigned to the first line support queue receives a notification.
3. One of them shall lock the ticket and start working on it.
4. If he is not able to solve it he should move it to the second level support and so on

Thanks for the help.

Ariel

[crythias]

To make the required workflow clearer:
1. Incoming tickets should be without Owner (how do I define this default?)

by default, they have no owner (or the otrs@localhost is the default owner).

2. Every agent assigned to the first line support queue receives a notification.

if the agent is part of the group for "First line support queue" and has personal notification turned on and "First line support group" is in his My queues, and email works, this happens.

3. One of them shall lock the ticket and start working on it.

a ticket is locked when an agent clicks lock or clicks "Reply" and sends a reply to the ticket.

4. If he is not able to solve it he should move it to the second level support and so on

if he is not able to solve it, he can move it to "second level support queue", but you may want to make the ticket unlocked on move to queue (sysconfig)

Edit: but none of this has anything to do with the original topic.

[ArielRauch]

First of all thank you very much!
Your EDIT remark is right but:) I wanted the Agent to be not able to change the owner but to himself (lock) - In the meantime I found a way via the ACL rules.
Secondly as you said the default owner is otrs admin - how can I avoid this?

Thanks

Ariel

[crythias]

Otrs@localhost is just a placeholder. If you want to rename it, you can do that through the admin user list. If you want a different default owner, that can happen via postmaster filter or generic agent. It's not practical to remove it.

[ArielRauch]

In the end I solved my private issue by defining ACLs that way that the owner button is not visible to the agents

Thanks

Ariel

[kenmurimi]

I have the same problem, please let me know how you resolved it. i.e how you created the acl
thanks in advance.
Kenmurimi

[thomkortekaas]

Probably like this:

$Self->{TicketAcl}->{'ACL-Name-1'} = {
# match properties
Properties => {
# current ticket match properties
Ticket => {
Queue => ['the queue'],
}
},
# return possible options (white list)
Possible => {
# possible ticket options (white list)
Ticket => {
State => ['new', 'open', 'pending reminder'],
},
# possible action options
Action => {
AgentTicketLock => 1,
AgentTicketZoom => 1,
AgentTicketClose => 0,
AgentTicketPending => 0,
AgentTicketNote => 0,
AgentTicketHistory => 0,
AgentTicketPriority => 0,
AgentTicketFreeText => 1,
AgentTicketHistory => 0,
AgentTicketCompose => 0,
AgentTicketBounce => 0,
AgentTicketTicketPrint => 0,
AgentTicketForward => 0,
AgentLinkObject => 0,
AgentTicketPrint => 0,
AgentTicketPhone => 0,
AgentTicketCustomer => 0,
AgentTicketMerge => 0,
AgentTicketPhoneOutbound => 0,
AgentTicketOwner => 0,
},
},
};