Well, it's kind of an old post, but I can try to answer all the same, cause
maybe it can be useful for others to know.
To only allow an agent to add a note without rw permissions, you can change the
SysConfig. I'm using OTRS 2.1.7 and it can be don through the web interface,
for older version ma
Hi,
The scenario I've run into is:
I've created a phone ticket into a queue for which I have create/
read-only permission (not write permission).
The customer has subsequently called again with additional
information. I'd like to be able to add an internal note to the
original ticket