Thanks Shawn. In Framework::Frontend::Customer, I have the following: CustomerGroupSupport = Yes . One of the default groups for CustomerGroupAlwaysGroups is "users", which I thought would allow everyone access, however when I look at the users group there are no members. As a test I added a known group, IT Administration, which I am a member of, and the IT Administration queue appeared in the customer interface when I logged in and all of my Services are available. So apparently my solution is to add all of my customers, 1500 approximately, to all of my groups or to the users group. My dilemma is that from the agent admin interface I cannot access all 1500 of my customers when I go to CustomerUsers to Groups. So unless there is an agent admin path that you can suggest, I think I have to get my dba to go behind the scenes and figure this one out. Correct? Or other suggestions? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular [email protected] Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular [email protected]
>>> Shawn Beasley <[email protected]> 3/28/2011 4:57 AM >>> Hi James, Have you activated the customer group functionality? The quickest way to get help is to send a support package using the support module (available via FTP [ http://ftp.otrs.org/pub/otrs/packages/ ] or per Package Manager - if not pre-installed) to OTRS AG or a community resource. The customer group function can be deadly here, as well as some other minor settings. On Mar 24, 2011, at 18:32 , James Burk wrote: > Hello. I am exploring the possibility of opening my ITSM system to our > customers to allow them to create their own tickets and not have to call the > Service Desk. I can log in as a customer and my customized ticket types > appear, but none of my Services or Queues can be selected. I'm sure there is > some simple setting(s) I have missed but I've looked everywhere I can think > of to activate these. Can someone point me in the right direction, please? ///shawn --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------
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