Choose responsible from all the possible list

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drodralv
OTRS newbie
Posts: 23
Joined: 26 Jul 2019, 08:25
OTRS Version?: 5.0.28

Choose responsible from all the possible list

Post by drodralv » 28 Nov 2019, 17:59

Hello,

We would like to know whether will be the possibility to choose a responsible for a ticket from all the agent list and not only the ones that are part of the ticket´s queue (what i think is happening).

I saw in internet that there is a additional feature "Queue responsible" so you can set a Responsible for a Queue and then just choose the Queue you want, but is not exactly what i want.

Anyone knows for the possibility of open th filter for responsible dropdown list?

Thank you!

RStraub
OTRS guru
Posts: 2171
Joined: 13 Mar 2014, 09:16
OTRS Version?: 6.0.14
Real Name: Rolf Straub

Re: Choose responsible from all the possible list

Post by RStraub » 04 Dec 2019, 10:05

If you want to change the responsible and open the dropdown, all the agent's that have that queue registered in "MyQueue" (personal preferences) are listed. If you then click the little refresh button next to the dropdown the list will be filled with all the responsibles that are possible based on permissions (like RO/RW).

If an agent does not have permissions to this queue, you cannot assign a ticket to him (which makes sense).

Does this answer the question ?
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS

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