OTRS 6: locking ticket without rw permission

[tamassallai]

Hello

I've been using OTRS 6 Community edition.
My OTRS has a queue called "level 1" and for this queue, i have 2 types of Agent role, a "Support" and a "Reviewer". My problem is that Agents with support roles can't lock the ticket manually without rw permission but I can't give them that because I don't want them to have compose permission for example.

Somehow I have to be able to lock tickets without rw permission or prevent compose permission to Agents with rw permission.

It's really important for me to do this with one queue because in the past I tried to create queues for every ticket state and that made the use of the software too complicated.

Could you guys help me figure this out?

Thank you!

[jojo]

use ACLs to limit the available actions

[tamassallai]

Thank you for the quick reply. I tried to enable AgentTicketLock with ACLs but weirdly that just makes my tickets unaccessible.

[jojo]

ACLs can not enable permissions, just restrict them. So use rw permission but disable the compose screen for the support role

[tamassallai]

Thank you for your help it's working now. I still don't see the point of not being able to lock the ticket to yourself when you have rights like compose state change and more but I won't think about it much.