[Closed] Super Agents that can access locked tickets?
Moderator: crythias
[Closed] Super Agents that can access locked tickets?
Is there a way to create a super agent in OTRS that can access (edit/respond/close/etc) any ticket even if it's locked? It's something we'd like to have for one or two people (supervisors), but not everyone.
Thanks,
-interploy
Thanks,
-interploy
Last edited by interploy on 25 Apr 2013, 22:26, edited 1 time in total.
OTRS v3.2.3
CentOS 6.3
PostgreSQL 8.4.13
CentOS 6.3
PostgreSQL 8.4.13
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Super Agents that can access locked tickets?
Generic agent is a super agent.
But, generally, no. One owner, one ticket. If you want to respond, take the ticket.
This keeps down the confusion over who, exactly, is in charge of the ticket.
But, generally, no. One owner, one ticket. If you want to respond, take the ticket.
This keeps down the confusion over who, exactly, is in charge of the ticket.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Re: Super Agents that can access locked tickets?
Fair enough. I'd still like to give supervisors more direct oversight though. I know I can change the ticket lock time per queue... Can the GenericAgent (or some other service) automatically set ticket watching and/or responsibility?
OTRS v3.2.3
CentOS 6.3
PostgreSQL 8.4.13
CentOS 6.3
PostgreSQL 8.4.13
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Super Agents that can access locked tickets?
Generally, no. GenericAgent can't set or much do anything with Watcher.interploy wrote:Can the GenericAgent (or some other service) automatically set ticket watching and/or responsibility?
It *might* be able to do something with responsible or a ticket event can be created (programming) to address anything else.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
- Znuny superhero
- Posts: 723
- Joined: 10 Oct 2007, 14:30
- Znuny Version: 3.0
- Location: Hamburg, Germany
Re: Super Agents that can access locked tickets?
Usually one should not take over a ticket for good reasons. One needs to make sure that noone is working on it.
If that´s the case and your supervisor needs to take over, all he needs to do is set the owner to himself and work on it.
If that´s the case and your supervisor needs to take over, all he needs to do is set the owner to himself and work on it.
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
Re: Super Agents that can access locked tickets?
Sorry for the late reply...
@crythias: Okay, thanks. I'm still not very familiar with what the Generic Agent's capabilities are so that's good to know.
@ferrosti: The override would only be for supervisors; we wanted to keep locking as-is for everyone else. But, so long as they can reassign the ticket to themselves when needed that should be good enough.
Thanks!
@crythias: Okay, thanks. I'm still not very familiar with what the Generic Agent's capabilities are so that's good to know.
@ferrosti: The override would only be for supervisors; we wanted to keep locking as-is for everyone else. But, so long as they can reassign the ticket to themselves when needed that should be good enough.
Thanks!
OTRS v3.2.3
CentOS 6.3
PostgreSQL 8.4.13
CentOS 6.3
PostgreSQL 8.4.13
-
- Znuny advanced
- Posts: 146
- Joined: 11 Apr 2011, 08:11
- Znuny Version: 3.2.5
Re: [Closed] Super Agents that can access locked tickets?
With editing you do not mean "editing articles"? That would be a different cup of tea and not possible.
But making it possible to add a note on locked tickets (locked to other agents) is just some small code change; done that before. Also for closing (i.e. doing a state change) I see no problem at all.
But making it possible to add a note on locked tickets (locked to other agents) is just some small code change; done that before. Also for closing (i.e. doing a state change) I see no problem at all.
-
- Znuny superhero
- Posts: 723
- Joined: 10 Oct 2007, 14:30
- Znuny Version: 3.0
- Location: Hamburg, Germany
Re: [Closed] Super Agents that can access locked tickets?
Adding notes is always possible, locked or not.
openSuSE on ESX
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
Re: [Closed] Super Agents that can access locked tickets?
The use case is that our supervisors need to be able to step in and take over a ticket if the agent assigned is out and they forgot to reassign or unlock their tickets. They shouldn't be doing anything more than what the original agent can otherwise.shostakovich wrote:With editing you do not mean "editing articles"? That would be a different cup of tea and not possible.
But making it possible to add a note on locked tickets (locked to other agents) is just some small code change; done that before. Also for closing (i.e. doing a state change) I see no problem at all.
OTRS v3.2.3
CentOS 6.3
PostgreSQL 8.4.13
CentOS 6.3
PostgreSQL 8.4.13