[partly solved] Agent Impersonation or forced "My Queues"

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netjess
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[partly solved] Agent Impersonation or forced "My Queues"

Post by netjess »

Hello,

Is there a method to impersonate an agent to adjust settings as an admin or is there a method so force an agent or role to be subscribed in "My Queues"?
Ensuring consistency in these settings seems to be a bit tedious and subject to human error, especially as queue list grows.

Thank you.
Jesse.
Last edited by netjess on 02 Aug 2018, 17:30, edited 1 time in total.
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Re: Agent Impersonation or forced "My Queues"

Post by root »

Hi,

Yes there is the possibility. Search the System Configuration for SwitchToUser and after enabling it you'll have a new link for each agent in the agent overview.

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netjess
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Re: Agent Impersonation or forced "My Queues"

Post by netjess »

Thank you Roy.
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Re: Agent Impersonation or forced "My Queues"

Post by wurzel »

Hi,

as an admin you can change all settings directly without switching to the user context.

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netjess
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Re: Agent Impersonation or forced "My Queues"

Post by netjess »

Hello Florian,
I have not found where I can set an agents participation in notifications or "My Queues" without being logged in as that agent.

Would you be able to enlighten me?

Thank you.
Jesse.
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Re: Agent Impersonation or forced "My Queues"

Post by zzz »

Hello Jesse,

in OTRS 6 you can find it under AdminUser -> press on an agent -> 'Edit personal preferences for this agent' on the left sidebar.

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netjess
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Re: Agent Impersonation or forced "My Queues"

Post by netjess »

Hello,

Okay. Yes I can edit "My Queues" under aget > edit. I do not see how to edit participation in notifications such as you would under the personalization settings.
OTRS_personalization.PNG
Thank you,
Jesse.
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