yes, tickets don't lock if you just view the ticket. And you can configure whether or not they lock if you add notes, change priorities etc; you can configure that in the SysConfig.
-- Mike On Wed, Jul 27, 2011 at 15:43, Gadow, Shawn <sga...@ocusd.net> wrote: > The users have RO/Note/Priority Change permissions currently.. Does the > ticket only lock when they change the priority but not when they just view a > ticket? > > -----Original Message----- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Michiel Beijen > Sent: Tuesday, July 26, 2011 2:22 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Prevent auto assign/lock > > Hi Shawn, > you could use an ACL to control which permission group you need to have in > order to lock it. ACLs are very powerful but need to be put in a > configuration file (using a text editor) to make it work. > > You can find examples here; http://doc.otrs.org/3.0/en/html/acl.html > > Also, maybe you can do with just adding RO and Note permissions to the users > that aren't supposed to have the tickets locked? > -- > Mike > > On Tue, Jul 26, 2011 at 18:43, Gadow, Shawn <sga...@ocusd.net> wrote: >> I would like to prevent auto assigning/locking of tickets when opened >> by anyone not in the admin group.. anyone in specific groups would >> work as well or even by specific user as I only have a list of about 6 >> agents in a specific group that I don’t want to auto lock/assign >> tickets to when they open the tickets >> >> >> >> Shawn Gadow >> >> Network Administrator >> >> Oregon CUSD 220 >> >> >> >> “Security is when everything is settled. When nothing can happen to you. >> Security is the denial of life.” – Germaine Greer >> >> >> >> --------------------------------------------------------------------- >> 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 --------------------------------------------------------------------- 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
