Used Zammad version: No idea, quite new Used Zammad installation type: self-hosted? Operating system: Linux? Browser + version: Firefox 134.0.2 plain Jane
Expected behavior:
Create a ticket, then select myself as the owner
Actual behavior:
Can only select the admin (role) users as owners
I’m sorry, but I’m really at a loss here. I’m not a sysadmin and didn’t install the system, but I’ve been tasked with organizing the ticket system. So far, everything is working quite well, except for the fact that I cannot select myself as the owner in the newly created ticket. I only have the admin (role) users to choose from. I, as an agent (role), am additionally assigned to a “Support” group with full access… and it’s not clear to me what else I need to set up to get going. I just want to setup my user to create my own tickets to organize myself or when a call comes in, I create the ticket for the customer… no creation via email. It would be ideal not to involve admin (role) users, just me when creating my ticket.
I also don’t want to mess with macros or anything like that. Why is it so hard to set yourself as non admin role as owner of a ticket? It seems to be a question that comes up quite a lot.
So apparently ticket owner and having multiple tabs open at once is controversial… how would I see in the overview who is working on what ticket? In other Ticket systems you could see this via the owner field, how do I accomplish this in Zammad?
I’m talking to myself here, but doesn’t matter… so if I don’t give the user full access to a group (any group by the way), I can’t set this user as owner of a ticket? What is the agent role for? Jumping through this extra hoop doesn’t make sense. If feels like I’m taking crayz pills!
Zammad, as of now, doesn’t support parallel browser tabs for the same user / instance. This has technical reasons. However, you have Zammads on board taskbar for multi tasking: https://user-docs.zammad.org/en/latest/advanced/tabs.html
Generally you may want to consider to ‘cleanly’ divide agent and admin roles. Surely a admin only user sucks during configuration, however, saves you from accidential “oopsies” and is pretty much the norm by now from a security perspective.
Another reminder:
This is a community forum. Please try to be patient. If you require commercial grade support, there’s support contracts that give you this.
I get it, thanks for the reply. I didn’t want to be pushy, rather document my experience. It’s just the wording, usually an agent can manipulate tickets as they please. I just assumed that the role would be a nice, or better said, appropriate collection of permissions to do whatever you need to do within tickets.
But it’s the Zammad philosopy which I was trying to understand.
There is the saying: Assumming makes an a$$ out of you and me… and I was just spinning my wheels on this issue.