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Hi to All,
Need help. I'm using GLPI 0.71.1 (running under MSWIN).
1. Under Central >Administration > Profiles > Assistance, I need to know how to setup the profile (ex. Technician Profile) so that they can :
1.1. Technician can only updates the tickets that assigned to them.
1.2. Technician will not be able to close the ticket if they are not the author of the ticket.
1.3. The author/Administrator of the ticket will be able to close the ticket.
2. I there any documentation regarding the below items under Central >Administration > Profiles > Assistance :
2.1 Creation
2.2 Create a ticket:
2.3 Add a followup to tickets (author):
2.4 Add follow-ups to all tickets:
2.5 Update
2.6 Update a ticket:
2.7 Delete a ticket:
2.8 Update all followups:
2.9 Assignment
2.10 To be in charge of a ticket:
2.11 Steal a ticket:
2.12 Assign a ticket:
Thanks in adv.
Last edited by jmoreno (2008-09-22 22:52:20)
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3. The other options that i'm looking for is:
I'm looking at the possibility of assigning one person to manage the assignment of technician. Currently a technician can open a case and assign it to him or others. This is open to abuse.
3.1 In other words, a technician can open, add follow-up and close a ticket(if he is the author) assigned to them. But they cannot assign a ticket to himself or other.
3.2 A Helpdesk administrator or super-admin privilege will be the person responsible to assign tickets to technician.
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Hello.
Did you find the way to do what you wanted? I want to do the same as you but don't know how.
Thanks.
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Hi,
Unfortunately not.
Hope someone can fully explain Central >Administration > Profiles.
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