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Author Topic: Transfer to Representative option  (Read 3340 times)
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ibstyln
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« on: June 19, 2009, 02:26:57 AM »

Is there a way to give representatives access to transfer tickets to each other without placing them in the administrator group?  I currently have a support group created with all categories accessable and the ability to add new categories.   I don't want the representatives to be able to change system settings.   I want them to have the ability to manage their account, add new categories, and transfer tickets to each other.

Thanks
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Hummdis
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« Reply #1 on: June 24, 2009, 07:26:29 AM »

Have you played with the groups option at all?
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cool8
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« Reply #2 on: January 15, 2010, 06:25:13 AM »

What did you mean?
In "User groups" menu you can manage only access to different admin menus.
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Hummdis
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« Reply #3 on: January 20, 2010, 07:01:29 PM »

If you check all of the buttons at the top of eTicket, you'll find one called "User Groups."  That feature allows you to specify what user has access to what category or Support Level that you've created.

By limiting access they no longer become 'administrative' users.

Other than the "User Groups" feature, eTicket doesn't have what you're looking for built-in.
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mr.mojo
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« Reply #4 on: February 14, 2010, 06:47:31 PM »

Hey, but you can transfer a Ticket to a rep with no permissions for the cat. . .  If you do this the ticket is lost??? We need a function to check the reps permissions before transfer. 
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mr.mojo
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« Reply #5 on: February 15, 2010, 10:13:18 AM »

any ideas?   :P
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Hummdis
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« Reply #6 on: March 01, 2010, 03:15:24 AM »

That's why you have a main "admin" user that can see all categories.  That way if you transfer the ticket to a category the user cannot see, it is still retrieveable.

No, I don't have any ideas.  Just because the user doesn't have permissions in that category doesn't mean that they should not be allowed to transfer to that category.  What if the ticket really belongs there?  Are you going to require that your reps tell customers to open a new ticket in that category because they can't transfer them?  How unprofessional does that sound?
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