RW & R are the only permissions available for customers X queues Some of the scenarios you mentioned can be simulated by using ACLs associated with the web UI. This is, however, something specific to the web UI.
For example you can create an ACL that prevents the customer from closing a ticket if it's in a specific queue. This is achieved at the UI level, in this case by not showing the states closed *. Unrelated to ACLs, I think there's a queue option to allow / deny reopening a closed ticket. On Tue, Jul 2, 2013 at 3:55 PM, Roman Gelfand <rgelfa...@gmail.com> wrote: > Correct me if I am wrong... > > The RW permission is only to that group and extends to the queue > associated with that group. Hence, this allows a customer to open and > close cases in that queue. However, the other permissions are more > global like changes owenership, etc... > > If this is right, is there a way to set a more specific permissions > on that queue like disable closing or reopening a ticket? > > Thanks for your help. > > On Tue, Jul 2, 2013 at 4:15 AM, Steven Carr <sjc...@gmail.com> wrote: > > It's not a proper use case. The customer should not have access to > > those abilities, that is the job of an agent. A customer submits a > > ticket and expects a response, he/she is agnostic to the process of > > managing the ticket. > > > > Steve > > > > > > On 2 July 2013 02:39, Roman Gelfand <rgelfa...@gmail.com> wrote: > >> While agent/group mapping has a full array of fine-grained of > >> permissions, the customer/group access permission only shows RO or RW. > >> Is there a way to add permissions like change owner, move to queue, > >> etc..? > >> > >> If this is not a proper use in case of customer/group, please, let me > know. > >> > >> Thanks in advance > >> --------------------------------------------------------------------- > >> 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 > > --------------------------------------------------------------------- > > 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 > --------------------------------------------------------------------- > 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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