Restricting Agents or a Group from closing tickets

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Tumo
OTRS newbie
Posts: 2
Joined: 12 Jul 2018, 14:31
OTRS Version?: 6.0.8
Real Name: Tumo Maemo Liwambano
Company: Abari Communications

Restricting Agents or a Group from closing tickets

Post by Tumo » 12 Jul 2018, 15:23

Hi,

Is it possible to block agents or a particular group that has agents assigned to it from closing tickets on the system. I would like certain agents from my list to not be able to close any tickets to centralize the ticket closing process. Please assist

wurzel
OTRS guru
Posts: 2422
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Restricting Agents or a Group from closing tickets

Post by wurzel » 12 Jul 2018, 18:03

Hi,

Permissions and/or ACLs.

regards
Florian
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
    OTRS 6 Managed Silver

    -- Ich beantworte keine Forums-Fragen PN - No PN please

    I won't answer to unfriendly users any more. A greeting and regards are just polite.

    Tumo
    OTRS newbie
    Posts: 2
    Joined: 12 Jul 2018, 14:31
    OTRS Version?: 6.0.8
    Real Name: Tumo Maemo Liwambano
    Company: Abari Communications

    Re: Restricting Agents or a Group from closing tickets

    Post by Tumo » 13 Jul 2018, 10:47

    Hi,

    Thank you Florian, i believe this is exactly what i was looking for, let me action it, will give feedback.

    Regards
    Tumo

    wurzel
    OTRS guru
    Posts: 2422
    Joined: 08 Jul 2010, 22:25
    OTRS Version?: 6.0.x

    Re: Restricting Agents or a Group from closing tickets

    Post by wurzel » 13 Jul 2018, 12:58

    Hi,

    cool! there are some examples
    http://doc.otrs.com/doc/manual/admin/st ... id-1.7.2.4

    Florian
      ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
      OTRS 6 Managed Silver

      -- Ich beantworte keine Forums-Fragen PN - No PN please

      I won't answer to unfriendly users any more. A greeting and regards are just polite.

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