Znuny and ((OTRS)) Community Edition

Thank you!
Roberto

Hello,
in my company I have users who act as Agent for some queues and customer for others. What about setting permissions? Is it possible at the same time to be "customer" for some queues and "Agent" for others?

Thank you

Regards
Roberto Raguseo

Thank you very much for your replies!

Regards,
Roberto Raguseo

Thank you for the quick reply. I was thinking to a scenario where the Agent needs to change the status of the ticket and only the email system is available to him. Is it possible to do that? Could you point me to a documentation of this, if possible? Is there an add-on for doing that? Regards, Rober...

Hello, is it possible to accomplish the following steps using OTRS? 1) customer sends email to OTRS and a ticket is opened. 2) Automated Jobs put the ticket in a predefined queue and assign it to a Agent. A Notification email is sent to him. 3) Agent cannot access theweb, but only the email system: ...

Salve a tutti, e' possibile con OTRS fare quanto segue? 1) un customer apre un ticket via email. 2) Le regole automatiche assegnano il ticket ad una certa coda ed il tecnico responsabile (Agent) viene avvisato tramite email. 3) Il tecnico lavora il ticket usando solo l'email, senza accedere ad OTRS ...