Well,
I've enabled Ticket::AgentCanBeCustomer parameter too.
In my environment, agents can manage every ticket through the agent
front-end, though for the tickets for which they are customers, they can
only post follow-ups.
Gabriele
----- Original Message -----
From: "Antonio Sarmiento " <[EMAIL PROTECTED]>
To: <otrs@otrs.org>
Sent: Friday, January 04, 2008 3:45 PM
Subject: Re: [otrs] How an agent can see notifications of his tickets
Hi Gabriele:
But in your case the agente must work with agent and customer frontend
depending of the role in the moment ??
But the agent are working during the day in their frontend and if they (OTRS
minds) thought in this case and a Ticket::AgentCanBeCustomer parameter was
defined I think perhaps exists better way to do that
Thanks for your respond Grabiele and Happy New Year
Antonio
Message: 3
Date: Thu, 3 Jan 2008 21:54:43 +0100
From: "Gabriele D'Andrea" <[EMAIL PROTECTED]>
Subject: Re: [otrs] How an agent can see notifications of his tickets
generated as customer?
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; format=flowed; charset="iso-8859-1";
reply-type=response
Donnow if it's the right way, but I've configured my system this way:
for every agent that needs to be customers as well, I created a
corresponding customer (same username and e-mail address), this way I can
assign different permissions (customer related and user related).
Hope this helps
Gabriele
----- Original Message -----
From: "Antonio Sarmiento " <[EMAIL PROTECTED]>
To: <otrs@otrs.org>
Sent: Friday, December 28, 2007 1:42 AM
Subject: [otrs] How an agent can see notifications of his tickets
generated as customer?
Hello:
I activate in sysconfig parameter Ticket::AgentCanBeCustomer: to YES.
But I have the problem how this agent can see the notifications sended by
OTRS
?? because the only diference in the screen of his tickest is a link for
follow up.
Think in the case the agent doesn´t have access to the queue ??
Thanks
Antonio
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