Set responsible Workflow process

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flamme2
OTRS newbie
Posts: 5
Joined: 22 Mar 2019, 18:14
OTRS Version?: 6.0.16

Set responsible Workflow process

Post by flamme2 » 10 Jun 2019, 10:56

Hi,

I'm trying currently to set responsible in Workflow process
When i check this, i see full responsible but i want just only certain Agents.
When I refresh list, all Agent appear and i have set 'Ticket::Responsible': Yes
I have check many sections in dashboard like Agents <--> Group, Agents <--> Roles, Roles and Roles <--> Groups.
I have as well empty cache in OTRS server and restart httpd service.

Thanks in advance for your returns.

Best regards

root
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Posts: 1567
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
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Re: Set responsible Workflow process

Post by root » 10 Jun 2019, 11:10

Hi,

You may use ACLs to limit the list of the available responsibles. It's not a permission topic, every agent how has access to a queue can be set as the responsible.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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flamme2
OTRS newbie
Posts: 5
Joined: 22 Mar 2019, 18:14
OTRS Version?: 6.0.16

Re: Set responsible Workflow process

Post by flamme2 » 10 Jun 2019, 14:19

Thank you for your answer,

Some users have no access on queue, but theses users are displayed in list, exemple in screenshot.
In this exemple, "Hadrien" is not in any list. And he is not in Role of Workflow.
In second time, can you explain-me why i must refresh list everytime ?

Best regards
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