Regrading of different 2 agents

[oscar]

hi all,

I got a question regrading of different 2 agents , now i got one agent name as user1 , another agent is user2 , but why when customer1 send ticket to user1, the user2 will can see customer1 ticket? how to let user2 cannot view the user1 ticket? and how to make it they are work alone, such as user1 receive customer1 ticket and it cannot view customer2 ticket, user2 receive customer2 ticket and is also cannot view customer1 ticket.


hope you guys can help me

[crythias]

Agents that have permissions for a queue will see all tickets that are in that queue.

customer1 sends a ticket to a queue, not an agent.
All agents that have rights to that queue can see that ticket, even if it's locked.

OTRS is by default set up so that groups of agents with similar skill sets are assigned to the same queue (maintenance, printing, plumbing) , so they all can work on tickets, though when the ticket is locked, only the owner agent can Reply to and Close the ticket.

If you want to have a customer only communicate with one agent, enable CustomerGroups and only that agent needs to have rw permissions on the queue (which belongs to that customer group) for that customer.

Per customer *queues* are not recommended, because queues never disappear.

[oscar]

thank for your information, but still got one thing I need to confirm which is I got 2 agents , if any customer send a ticket , then the 2 agents will able to view the same ticket right?

[crythias]

You are correct. However, you can use email aliases and give customer 2 that alias for a queue only agent2 can see or postmaster filter to match customer2 set x-otrs-queue for agent2.

[oscar]

thank for your information

proud of you