Prevent agent from assigning owner in another queue

[zamenthusiast]

Hi all,

I don’t know if this is a feature or not yet, because in a way it just makes sense to me, but I can’t find settings to set this up.

My use case is as follow:

We have different support queues and different groups of agents assigned to those queues.

If a simple customer opens a new ticket, they can choose the queue only. That makes sense, we don’t want a customer to be able to assign an owner.

Now if an agent in one queue opens a ticket for another queue than the one they are associated with (as a customer then, with only create permission in Zammad on that queue), they still can decide the origin of the ticket (call / email), and most importantly they still can assign the owner of that queue.

That is a bit of a broken design, which resulted in some tickets lost in queues of a specific agent instead of showing to all in the usual unassigned queue.

So my questions are: is this a bug? A feature? Can it be changed to what I would expect?

[skip]

Hello,

i solved that by applying core workflows that block certain actions.

Here an example:

More information in the official documentation:
https://admin-docs.zammad.org/en/latest/system/core-workflows.html

[zamenthusiast]

It took me some trials and error (remove option doesn’t do anything for me, I used masked instead).
Typically, I created one filter per group / queue, and apply each filter to everyone creating / editing a ticket in that queue who does not have full rights for that group / queue.

Thanks for the quick answer