My responsibles woud like to deploy the system so that way, I guess just for
layout reasons, in order to separate customers queues from other queues.
In fact, we have a primary queue where we receive customers requests, the we
have other queues. So I thought about subqueues as a way to organize queues
and visually separate the primary, secondary , etc queues
----- Original Message -----
From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>
To: "User questions and discussions about OTRS.org" <[email protected]>
Sent: Wednesday, May 23, 2007 12:16 PM
Subject: Re: [otrs] Forcing customers to open ticket into their own subqueue
Gabriele D'Andrea wrote:
Hi, I'm setting up the OTRS structure for my company, I've been
asked to
create a structure like the following.
Queues organized by level, e.g. 1st level troubleshooting, 2nd level
troubleshooting and 3rd level.
the first level troubleshooting should be divided into subqueues, one
for each customer.
When a customer opens a new ticket, the ticket should be inserted into
the corresponding subque (e.g. 1stlevel->Customer A).
The problem I'm facing, is that to give a customer the right to open
up a new ticket on subqueue Customer A, I must give rw permissions
even to the parent queue, so, when the new ticket is created, the
customer can create the ticket in the parent queue.
I need to allow customers to create ticket only for their own subqueue
and not for the parent queues.
Is it possible to accomplish this?
I don't know much about subqueues and permissions, but I'd like to
know why you need a subqueue for every individual customer? I don't
really see the use, but I might be missing something.
Nils Breunese.
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