Hi Morgan,
https://otrs.github.io/doc/manual/admin/3.3/en/html/customization.html#id-1.7.2.3
Example 5.3. ACL disabling the closing of tickets in the raw queue, and
hiding the close button
You can change this easy to benefit Your needs.
Regards, Fritz
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Lagergasse 12 8020 Graz +436764209045
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Am 27.01.2015 um 00:58 schrieb Scott R. Morgan:
What setting will change remove the Reply option if a ticket is in the
POSTMASTER queue?
Thank you!
**
*Scott R. Morgan
*
*From:*otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
Of *Gerald Young
*Sent:* Monday, January 26, 2015 4:20 PM
*To:* User questions and discussions about OTRS.
*Subject:* Re: [otrs] Assign Queue Behavior
Alternatively, you can prevent the reply from being generated from
Postmaster and reduce available tasks in that queue to essentially
Move/Change Queue or Close ticket.
On Mon, Jan 26, 2015 at 3:23 PM, Scott R. Morgan <smor...@mamafus.com
<mailto:smor...@mamafus.com>> wrote:
Would changing the lock status after changing queue fix the
issue? I seem to remember this changing after making available
assign queue functionality from other locations in the OTRS
system. If so what setting would I look for?
As for assigning queue from the response screen: We have 2 agents
and 9 queues. Both agents have access to all queues (including
POSTAMASTER). The queues are broken up into a different queue for
each different system supported by a different vendor. When an
agent first click the new article from the dashboard, they need
and wants to pen a response, If they the ticket right then and
there the ticket will be in the wrong (POSTMASTER) queue. I would
like to be able to prevent tickets from being closed in the
POSTAMASTER queue and if it is attempted ask for the Queue when
the closing in the POSTMASTER action is attempted. This way they
don’t have to back out, assign queue re-write the response and
close or then have to dig through the closed tickets to then
reassign to the queue (never happens). We may not be following
standard helpdesk procedures but when we are dealing with 30-50
tickets a day we need to speed the interaction of the ticket
system and reduced steps.
Thank you!
**
*Scott R. Morgan*
*From:*otrs-boun...@otrs.org <mailto:otrs-boun...@otrs.org>
[mailto:otrs-boun...@otrs.org <mailto:otrs-boun...@otrs.org>] *On
Behalf Of *Gerald Young
*Sent:* Monday, January 26, 2015 12:27 PM
*To:* User questions and discussions about OTRS.
*Subject:* Re: [otrs] Assign Queue Behavior
Changing Queue during reply doesn't make sense. It's an agent-side
issue anyway. You don't need to inform your customers about
customer-inactionable label changes.
Once an agent has changed the ticket queue, it tends to unlock the
ticket by default. Since this isn't *your* ticket anymore, it
(kind of) makes sense that you'll be thrown back into tickets that
you'd have access to, especially if it might be that you sent the
ticket to a queue you don't have access to.
On Mon, Jan 26, 2015 at 1:08 PM, Scott R. Morgan
<smor...@mamafus.com <mailto:smor...@mamafus.com>> wrote:
When in the ticket view and change the Queue for the ticket,
it exits the ticket view back to the Dashboard. Is there a
way to easily prevent this from occurring?
Also I have been looking for a way to assign the queue in the
during a reply of a ticket. I have been able to find and
activate this option in about 6-7 other places like the
ticket/add note screen but I still cannot find a way to assign
the queue when replying to the ticket.
Thank you!
**
*Scott R. Morgan*
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