This chapter will show you more details about OTRS permission.
If you want to handle different groups of users with different permissions (e. g. only read ticket in a queue or one group should not have ro/rw access to a queue) you need to:
a) create otrs-groups b) put the groups of users into your otrs-groups (you have a ro/rw option) c) split/sort your otrs-queue to the otrs-groups |
There is a config option if 'ro' queues should be shown in QueueView.
Kernel/Config.pm [...] # QueueViewAllPossibleTickets # (show all ro and rw queues - not just rw queues) $Self->{QueueViewAllPossibleTickets} = 0; [...] |