Is it possible to restrict access to viewing tickets based on Keywords?
What I’d like to do is provide a ‘generic’ account to some of customer
service personnel to allow them to view tickets, but only those tickets
which have certain keywords assigned to them. In rt 1.* we used seperate
queues to achieve this, but it requires the extra step of moving tickets
between queues and I’d like to avoid that if possible.
Is it possible to restrict access to viewing tickets based on
Keywords? What I’d like to do is provide a ‘generic’ account
to some of customer service personnel to allow them to view
tickets, but only those tickets which have certain keywords
assigned to them. In rt 1.* we used seperate queues to
achieve this, but it requires the extra step of moving tickets
between queues and I’d like to avoid that if possible.
Keyword-based ACLs could be useful to us here if we were using Keywords;
it also fills a gap in the ACLs, where Groups, Queues, Global, and Users
all have ACLs, and Keywords don’t. I’m not savvy enough yet to add an
entire ACL structure, though.
R.
no. but what you can do is make those support reps ccs or admin ccs and
grant rights to ccs or admin ccs.
-jOn Wed, Oct 10, 2001 at 11:07:23AM -0600, Wozz wrote:
Is it possible to restrict access to viewing tickets based on Keywords?
What I’d like to do is provide a ‘generic’ account to some of customer
service personnel to allow them to view tickets, but only those tickets
which have certain keywords assigned to them. In rt 1.* we used seperate
queues to achieve this, but it requires the extra step of moving tickets
between queues and I’d like to avoid that if possible.
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