[otrs] Access to many Queues but notifications of only some Queues

Sat, 20 Jun 2009 22:07:22 -0700

Ta MV, that's the way it appears to me. Queues listed in "My Queues" under preferences for an Agent cannot be changed in preferences, they are there automatically depending on what queues are set for an agent under Users<>Groups. It does not seem possible to me to give an agent access to say queues A,B,C,D,E & F (but not 'Admin' queue) but to have that agent notified by email of new/changed tickets for only queues A & D. <---- This is what I am trying to accomplish. Is there any way to be able to do this? Maybe by some other method than the default notifications under the user preferences? 

Thanks
J


Subject:
Re: [otrs] Access to many Queues but notifications of only some Queues
From:
Marco Vannini <marco.vann...@gmail.com>
Date:
Sat, 20 Jun 2009 12:36:46 +0200

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"User questions and discussions about OTRS." <otrs@otrs.org>

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Not exactly. Queues listed in "my queue" are the once for that the agent has authorization, at least ro (if I remember well). Selection activates just notification for events on the queue to agent. But I could not have understood the problem. 

Ciao.

MV
On Sat, Jun 20, 2009 at 10:55 AM, J <otrslist.2...@mymail.isbest.biz <mailto:otrslist.2...@mymail.isbest.biz>> wrote: 

   Thanks Marco
   I have tried that and unfortunately it seems to mean that the user
   no longer has any access to the deselected queues from the web
   interface, not just notifications.
   I was hoping there would be some way to get notifications only for
   some queues but still be able to access and see other queues from
   the web interface.
   Is there a way to turn notifications off generally for a user, but
   have notifications sent in some other way?

   Regards
   J


   Date: Fri, 19 Jun 2009 12:44:16 +0200
   From: Marco Vannini <marco.vann...@gmail.com
   <mailto:marco.vann...@gmail.com>>
   Subject: Re: [otrs] Access to many Queues but notifications of only
          some    Queues
   To: "User questions and discussions about OTRS." <otrs@otrs.org
   <mailto:otrs@otrs.org>>
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          <7bd09e660906190344m66ee5c96y29d60b3b9f127...@mail.gmail.com
   <mailto:7bd09e660906190344m66ee5c96y29d60b3b9f127...@mail.gmail.com>>
   Content-Type: text/plain; charset="iso-8859-1"

   Hi,

   Every agent, in their preferences, should select queues of interest.
   Selectig those their will receive notification for them.

   On Fri, Jun 19, 2009 at 11:38 AM, J <otrslist.2...@mymail.isbest.biz
   <mailto:otrslist.2...@mymail.isbest.biz>> wrote:


        > Hi All
        > I am new to OTRS and have just spent the day configuring it.
       Once I had my
        > head around the terminology it looks like an excellent
       product. A big thanks
        > to all who have contributed.
        >
        > I have created an agent/user that I would like to have full
       capabilities of
        > seeing queues and responding for 10 queues. However, of those
       I only want
        > that agent to receive notifications for the 2 queues that pertain
        > specifically to him. Similarly user2 for a different few queues.
        > In the User<>Groups, the Agent has pretty much everything ticked.
        >
        > I cannot see how to do this differentiation for
       notifications. Could
        > someone please advise?
        >
        > Thanks and regards
        >
        > J
        >


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