View per Service (for SERVICE OWNER)

[Nicolushka]

Hi

I am trying to implement "Incident Management process" using OTRS 3.0.6.

I have 8 teams accross 3 countries.

We have 1 queue per team

--> 1 queue for Service Desk
--> 1 queue for 2 line of Support
--> 1 queue for each competence center ( DBA / Software Developer / Datacenter Operations)

For security purposes, each team member can only read ticket which are in his queue (or ticket for each he is responsible/owner)

We have also a service owner which would like to see all ticket related to his service wherever they are in the system.

Can we create a "view per service" and grant access to service owner to this view only.

For e.g: all tickets related to "SERVICE A" will be visible for "Service Owner A" even if he the service owner has no read access to the queue where the ticket are.

best regards,
nicolas

[yuri0001]

You can't create direct view per Service, but combines groups, queues, services and ACL's you can realize this. If you speak Russian you may visit Russian forum on www.otrs.ru, not Russian area of this forum