I have used the scrip recommended in this forum for setting the default owner
of a queue. Is there any way to prevent certain users from choosing an owner
from the dropdown list of owners when creating a ticket? This is exactly
what I want to do:
If the user creating the ticket can own in the queue, they can set the owner
to themselves or the default owner.
If the user creating the ticket cannot own in the queue, the ticket can only
be assigned to the default owner.
Certain people (per queue) should be able to set the owner on create to
anyone in the queue. For example, the owner of the queue can set the owner
of a ticket on create.
Is this possible?
View this message in context: http://www.nabble.com/Owners-of-queues-tp16824297p16824297.html
Igrella,
Sure. But I think you'll have to hack in some code for when a ticket is
created. I’m not sure, but I don’t think a simple scrip (or set of
scrips) will do it.
Kenn
LBNLOn 4/22/2008 7:08 AM, lgrella wrote:
I have used the scrip recommended in this forum for setting the default owner
of a queue. Is there any way to prevent certain users from choosing an owner
from the dropdown list of owners when creating a ticket? This is exactly
what I want to do:
If the user creating the ticket can own in the queue, they can set the owner
to themselves or the default owner.
If the user creating the ticket cannot own in the queue, the ticket can only
be assigned to the default owner.
Certain people (per queue) should be able to set the owner on create to
anyone in the queue. For example, the owner of the queue can set the owner
of a ticket on create.
Is this possible?
I have something I wanted to add to this thread that I found interesting…
I have taken away the createTicket rights from most queues but 1(general),
so that users will have to create in the general, and then we can triage
them and assign them to who we see fit…
everyone has seeQueue rights, so if they own a ticket and want to move it to
another queue, they see the queues in the queue dropdown in basics, but if
they try to switch the ticket to a queue that they do not have createTicket
rights in, it does not let them move it and gives them this message: “Ticket
###: You may not create requests in that queue.”
I turned back on createTicket in that queue, and then it let the user move
the ticket.
lgrella wrote:
I have used the scrip recommended in this forum for setting the default
owner of a queue. Is there any way to prevent certain users from choosing
an owner from the dropdown list of owners when creating a ticket? This is
exactly what I want to do:
If the user creating the ticket can own in the queue, they can set the
owner to themselves or the default owner.
If the user creating the ticket cannot own in the queue, the ticket can
only be assigned to the default owner.
Certain people (per queue) should be able to set the owner on create to
anyone in the queue. For example, the owner of the queue can set the owner
of a ticket on create.
Is this possible?
View this message in context: http://www.nabble.com/Owners-of-queues-tp16824297p16825630.html
Igrella,
We have the same type of setup, only on a much larger scale. We have a
“General” Queue that regular users (users that are not in a support
group) can create tickets in. Then we have users that are in a “Support”
group and we give that group the rights to create tickets in other
queues. So, when a “regular” users creates a ticket in the general
queue, the ticket is reviewed by the “support” group users who, in turn,
move the tickets to where they need to be. That way, we do not have
“regular” users creating tickets in other queues. Maybe this will work
for you, too.
Kenn
LBNLOn 4/22/2008 12:43 PM, lgrella wrote:
I have something I wanted to add to this thread that I found interesting…
I have taken away the createTicket rights from most queues but 1(general),
so that users will have to create in the general, and then we can triage
them and assign them to who we see fit…
everyone has seeQueue rights, so if they own a ticket and want to move it to
another queue, they see the queues in the queue dropdown in basics, but if
they try to switch the ticket to a queue that they do not have createTicket
rights in, it does not let them move it and gives them this message: “Ticket
###: You may not create requests in that queue.”
I turned back on createTicket in that queue, and then it let the user move
the ticket.
lgrella wrote:
I have used the scrip recommended in this forum for setting the default
owner of a queue. Is there any way to prevent certain users from choosing
an owner from the dropdown list of owners when creating a ticket? This is
exactly what I want to do:
If the user creating the ticket can own in the queue, they can set the
owner to themselves or the default owner.
If the user creating the ticket cannot own in the queue, the ticket can
only be assigned to the default owner.
Certain people (per queue) should be able to set the owner on create to
anyone in the queue. For example, the owner of the queue can set the owner
of a ticket on create.
Is this possible?