if i understand correctly, you want to restrict the queues that show up
in the dropdown list on the customer interface. i actually just figured
this out last week. im not sure if this is the 100% correct way of
doing it, but it seems to work!
Hiding Queues from Customer Users
To hide queues via permissions, first enable customer group support by
adding the following to Kernel/Config.pm:
$Self->{CustomerGroupSupport} = 1;
By default, all customer users will be placed in the ‘users’ group. Any
queue not in the ‘users’ group will be hidden from the customer.
Another way to do this is by explicitly defining the queues that should
be listed in the customer web interface. Adding the following to
Kernel/Config.pm will hide all queues except ‘Requests’:
$Self->{CustomerPanelOwnSelection} = {
# QueueID => String
'2' => 'Requests',
};
Henry P Carpenter-Clawson wrote:
Hi Guys, and Girls (?),
I am new to the OTRS system and so far am 'very' impressed.
I do have one question that from the documentation I thought was
possible but that I've not managed to duplicate yet.
Chapter 2.3 of the documentation lead me to believe I could have one
queue for my core product. Users would logon to the web site and create
a support ticket by filling in the form. My understanding was that I
could have someone look at this queue and assign the bug to a sub or
component queue for a specialist to look at.
What I don't want is the customers to be able to select any of the sub
queue's only an agent should be able to do this. However once an agent
has responded to a ticket I do want the user to be able to view and
update the ticket.
So far I have managed to either configure the system so that users can't
see sub component queue's or have read only access to the queue's,
however read only access means they can't post follow up messages.
Is there a config file that I could change so that the web page that
shows queue's only has the 'top level' queue in it regardless of read
and write access to the sub queue's. This way I could all customers full
access to the sub queue's but they wouldn't know about them until after
someone has replied from a component queue.
Sorry if this has a mix of the wrong terminology in it and thanks in
advance.
Regards.
------------------
*Henry Carpenter Clawson* aka *'H' **
*Operations Manager
The small print : This communication is intended solely for the
addressee and is confidential. If you are not the intended recipient,
any disclosure, copying, distribution or any action taken or omitted to
be taken in reliance on it, is prohibited and may be unlawful.
Although this e-mail and any attachments are believed to be free of any
virus, or any other defect which might affect any computer or IT system
into which they are received and opened, it is the responsibility of the
recipient to ensure that they are virus free and no responsibility is
accepted by Multicom Products Limited for any loss or damage arising in
any way from receipt or use thereof.
------------------------------------------------------------------------
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
--
Mike Conigliaro
Proactive Technologies
[EMAIL PROTECTED]
203.239.0440 ext.17
http://www.getproactivenow.com
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
