Re: OTRS 5 - View and compose permissions but not to close tickets

Ok, but, could you please explain me how to do it?

Thanks,

   Manuel Martínez


El 15/02/17 a las 00:45, Gerald Young escribió:
> Don't forget that you can prevent (PossibleNot) states via ACL.
>
> On Tue, Feb 14, 2017 at 5:53 AM, Manuel Martínez Valls 
> <[email protected] <mailto:[email protected]>> wrote:
>
>     Hi,
>
>     We would like to implement a scheme with agents having all the
>     permissions on some queues (i.e. 'rw' permission on Main queues)
>     but not on secondary queues on which they should be only allowed
>     to read, reply and change owner, but not to close the tickets. We
>     want also to allow the 'move_to' permission onto any queue.
>
>     For example, consider the next scenario: a 3-queue scheme with 3
>     agents.
>
>     Agent1: is allowed to do everything on the main queue Q1. He can
>     colaborate on the Q2 (secondary), and have no access to Q3
>
>     Agent2: is allowed to do everything on Q1 and Q2, and is
>     colaborator on Q3
>
>     Agent3: Main queues Q2 and Q3, and secondary queue Q1.
>
>     To achieve this, I've done the following:
>
>     * Add 'close' and 'compose' permissions (before 'rw) on
>     Ticket->Core::Ticket System::Permission
>
>     * Change  Frontend::Agent::Ticket::ViewQueue
>     Ticket::QueueViewAllPossibleTickets to 'Yes', to allow agents to
>     see the tickets in the 'ro' Queues.
>
>     Then I've created many roles:
>
>     Main1role: with all the permissions on Q1
>     Sec1role: with the permissions: ro, move_into, note, owner and
>     compose
>     ... (same with the other queues).
>
>     And finally set Agent-Role relations:
>     * User1: Main1role, Sec2role
>     * User2: Main1role, Main2role, Sec3role
>     * User3: Sec1role, Main2role, Main3role
>
>     Now,
>
>     * Agents are allowed to do everything in their main queues (as
>     expected) and to see the tickets in the secondary queues they need
>     to go to the 'Queue View' (they do not see them in the dashboard).
>     That's right.
>     *Agents are able to read a ticket, and reply and, from the
>     begining, they do not have the 'Close' option in the ticket menu
>     on secondary queues. As expected. That's right also.
>     * But, when they reply a ticket of a secondary queue, they are
>     able to choose as 'Next ticket state' the closed state, and close
>     the ticket. This is strange, because the agent has not the 'close'
>     permission on this queue.
>
>     Moreover, after replying a ticket, the user becomes owner and then
>     he is able to see the 'Close' option in the ticket menu, and also
>     to close the ticket, and he should not, as in the previous case.
>
>     Can you help me to make this scheme work?
>
>     Regards,
>
>       Manuel Martínez
>
>
>     -- 
>
>     ---------------------------------------------------------------------
>     OTRS mailing list: otrs - Webpage: http://otrs.org/
>     Archive: http://lists.otrs.org/pipermail/otrs
>     <http://lists.otrs.org/pipermail/otrs>
>     To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
>     <http://lists.otrs.org/mailman/listinfo/otrs>
>
>
>
>
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs