How can I move a lot of tickets?

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djcaetano
OTRS newbie
Posts: 17
Joined: 31 May 2016, 16:19
OTRS Version?: 5.0.19
Real Name: Daniel Caetano
Company: Universidade de São Paulo

How can I move a lot of tickets?

Post by djcaetano »

Hi there,

Our OTRS5 is configured in a way that our tickets arrive into a single queue (from support@...) - lets call it "first level queue" - and then these tickets must be distributed (moved) to other queues that act as the "entry" queue for each department - lets call them "second level queues".
The agents responsible for this "first level" queue do not have right to modify the tickets (not even adding notes), but they DO have the right to move tickets from this queue to the "second level queues", which works fine when done ticket by ticket.
The problem is: whenever an agent tries to use "bulk" to move several tickets from the first level queue to a second level queue, the system refuses saying the agent has no permissions to write on those tickets.
As far as I understand, when the agent select the "bulk" option, all tickets should be automatically blocked; since the agent has no write permission, there is no way to block the tickets and, therefore, no bulk action can be performed.
Question is: since there is no need to block tickets to perform a move, is there a way to move several tickets without the need to block them?

Regards,
Daniel Caetano

reneeb
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Re: How can I move a lot of tickets?

Post by reneeb »

You could set the SysConfig option Ticket::Frontend::AgentTicketBulk###RequiredLock to "no"
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djcaetano
OTRS newbie
Posts: 17
Joined: 31 May 2016, 16:19
OTRS Version?: 5.0.19
Real Name: Daniel Caetano
Company: Universidade de São Paulo

Re: How can I move a lot of tickets?

Post by djcaetano »

reneeb wrote:You could set the SysConfig option Ticket::Frontend::AgentTicketBulk###RequiredLock to "no"
Hi! Thanks! I changed it is working better (our agents were always asking why tickets were blocked when mass-action was selected) but it seems there is more involved in this process. Unfortunatelly, even after changing this option, mass actions are not allowed to any ticket in a queue without write access. :(
It seems a dead-end.

Thanks anyway!
Regards,
Daniel Caetano

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