I have finally maanged to figure it out, so in order to show the tickets on dashboard for agent that do not have RW permisions on a certain queue yu have to modify the following:
In sysconfig on the Frontend::Agent::Dashboard page you have to modifiy the permision key to 'ro' for every section you want them to see. For example in my case I let the agents with 'ro' permission to see only new and open tickets and not to see escalated ones so I've change the permission from rw to ro on: DashboardBackend###0100-TicketPendingReminder DashboardBackend###0120-TicketNew DashboardBackend###0130-TicketOpen Good luck with that. Best regards! From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Mihai Oprea Sent: 19 iunie 2013 11:43 To: User questions and discussions about OTRS. Subject: Re: [otrs] Tickets not shown in dashboard for restricted agents Can you please tell me where I can do that because I've tried to search by "Dashboard" in sysconfig and I couldn't find any option to change that. Thank you! ---- Mihai Oprea From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: 18 iunie 2013 15:09 To: User questions and discussions about OTRS. Subject: Re: [otrs] Tickets not shown in dashboard for restricted agents By default, only rw permissions can effectively use the dashboard. Change in sysconfig. On Jun 18, 2013 6:47 AM, "Mihai Oprea" <mihai.op...@sphs.ro<mailto:mihai.op...@sphs.ro>> wrote: Hello again and thank you for your support. I have another thing that I cannot figure out. In my agent/group definition some of the agents (which I call supervisors) have all the rights for a certain queue and some other agent (normal ones) that have only certain rights like: RO, MOVE_INTO, CREATE, NOTE, OWNER. Well the "sueprvisors" can view the opened or new tickets in dashboard, just as it should, BUT other agents that have the above rights can't view anything in dashboard, they can only see their tickets in "tickets>status view", even though the tickets are in the same queue and have the owner the respective "normal" agent. Can you provide me an idea. Have a good day! ---- Mihai Oprea mihai.op...@sphs.ro<mailto:mihai.op...@sphs.ro> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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