There's a couple of ways you can go about this: 1: Keep tickets locked (set lock timeout for the queue to 0 so tickets don't unlock) when they are 'assigned'. That way they shouldn't appear in queueview. This doesn't stop Agents from seeing each other's tickets if they search though.
2: Depending on how many agents you have you could potentially create a queue for each agent and a global 'unassigned queue' and give agents permissions to their own queues and the unassigned queue. When they are assigned a ticket it's moved into their queue. This solution isn't very good for a large number of agents as it can be incredibly difficult to scale. If you provide a little more information on what you're trying to achieve I might be able to be of further assistance. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Tollefsen, Lyle Sent: Tuesday, 27 October 2009 3:23 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] User sees only owned tickets in queue... Sorry, but I meant this question to apply to agents, not users. I'm a Noobee, what can ya do? Lyle. ________________________________ From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Tollefsen, Lyle Sent: Monday, October 26, 2009 8:34 AM To: otrs@otrs.org Subject: [otrs] User sees only owned tickets in queue... Hello all, Is it possible to setup queue permissions such that users of the queue can see only the tickets of which they are the owners, and see tickets not yet assigned? Lyle.
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