Hareendra, Regarding question #1. I don't think you can restrict ticket articles from specific agents. If an agent has read only (ro) and/or read write (rw) to a group to which a queue belongs, that agent will be able to see everything. If you don't want an agent to see any information about a certain ticket, make sure that ticket is in a queue in which the agent does not have any privileges.
Regarding question #2. There does not seem to be an X-OTRS header in the *PostMaster Filters* options, where one could automatically assign an agent as an owner to an incoming email. But you can create a generic agent job that does that. You could create a Postmaster Filter that moves an incoming email ticket to a specific queue, then create an generic agent job that assigns any ticket in that queue to a specific agent. If there is a more efficient way of doing this, I would be interested in knowing how. -Handsome Bob On Fri, Apr 22, 2011 at 12:29 AM, Hareendra Pelige <hareen...@gmail.com>wrote: > Hi > can you help on the following since I am new to the OTRS tool. > > is this tool support following. If so, can you share the details to set up > (samples would be fine) > 1. Can we restrict showing certain texts (body parts) in the tickets for a > set of users? > 2. I know that OTRS can be configured to create tickets from mails > automatically. Is there a way to assign such ticket to someone > automatically. > simply, I need to create a ticket and assign it to someone automatically. > > Thanks > Hareendra > > --------------------------------------------------------------------- > 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 > -- A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently, die gallantly. Specialization is for insects. -Robert A Heinlein
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