we are now using Otrs 3.4, I am pretty familliar with System config. We are planning to migrate to OTOBO. So I am doing initial system config. One thing I find strange and could not find solution for it.
- responsible is activated
- Agent is set for ticket as responsible
- Agent see responsible tickets in ResponsibleView
- Ticket ist moved to different queue, because agent need help from another team
- Agent has MOVE an Create permissions to destination queue, because I do not want to see whole queue for him
- but, when moved to queue, agent lost visibility of this ticket. I could not find any view where the ticket could be seen
- direct link to tiket is working, so agent has permission to access the ticket.
This is working in OTRS 3.4.
I have realized that if Agent has RO permissions to queue, he can see responsible ticket in ResponsibleView, but this in not desired for our working processes.
Am I missing something? Could somebody help me? If it is by desing in OTOBO, i do not understand than, whats the reason for Responsible, when I can not see all my responsible tickets regardless queue.