Yasir M. Arsanukaev пишет:
Anton Gubar'kov пишет:
Hello, Yasir.
You can try a simplier approach. You need to assign the "secret"
queues to
groups no customers are in. Pay attention to the default groups for the
customer in Sysconfig. Once you move the ticket into one of these
"secret"
groups, customers will no longer see this ticket.
Напиши мне лично по-русски, если по-английски объяснил туманно.С
наступающим
новым годом.
Regards,
Anton.
2008/12/23 Yasir M. Arsanukaev <[email protected]>
Leonardo Certuche пишет:
the wise manual might help http://doc.otrs.org/2.3/en/html/c1947.html
On Mon, Dec 22, 2008 at 7:50 PM, Yasir M. Arsanukaev
<[email protected]>wrote:
Hello folks.
Can I hide any queues so that these are invisible in the queues
list to
the
end customers or just specify the visible ones but keeping the
tickets
readable/writable in the hidden queues by the customers ?
Thanks.
--
С уважением,
Арсанукаев Ясир Маликович :: УИТ
ОАО "Амурметалл"
+7 (4217) 529-576
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ACLs are great but I don't get why I can't make these work with queues
named in UTF-8 or should they be written using some different
charset or
approach?
Thanks a lot.
--
Yasir M. Arsanukaev - IT dept
JSC "Amurmetal", Russian Federation
phone +7 (4217) 529-576
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They won't see, right. But when I make queue belonging to users group
customers never see their tickets via customer.pl interface, they just
see Access denied message.
My boss's whim is to make the queues list containing only 2 visible
queues which are readable/writable by customers.
When a new ticket arrives to the one of these queues, OTRS staff moves
it another hidden queue. Other conversation continues via tickets in
other hidden queues.
In 2.2.6 we made queues hidden by putting them in a queue which
belonged to user group and made these belonging to customers group
($Self->{CustomerGroupAlwaysGroups} = ['customers'];).
But in new OTRS 2.3.3 unlike in 2.2.6 these queues have become
visible. I wouldn't like to play with ACLs so much, because there are
lots of queues to enumerate in an ACL rule.
I've also been thinking on idea of playing with group_customer_user
table.
Thanks.
It seems that this config works:
use utf8;
$Self->{TicketAcl}->{'ACL-Name-1'} = {
Properties => {
# current ticket match properties
CustomerUser => {
Group_rw => [ 'customers', ],
},
},
Possible => {
# possible ticket options
Ticket => {
Queue => ['Misc', 'Общая', ],
},
},
};
no utf8;
It hides all queues except of Misc and Общая from customers which by
default belong to customers group ($Self->{CustomerGroupAlwaysGroups} =
['customers'];)
Examples used:
http://doc.otrs.org/2.3/en/html/c1947.html
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=297
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