This is possible by creating an ACL.
This will require you to add the following to /opt/otrs/Kernel/Config.pm
$Self->{TicketAcl}->{'nameOfACL'} = {
Properties => {
Queue => { Name => ['nameOfQueue'], },
},
Possible => {
Ticket => {
Service => ['Service 1',
'Service 2',
'Service 3',
],
},
},
};
The nameOfACL doesn't matter, but if you enter more than one ACL entry they
will be applied in alphabetical order according to the name.
Lukasz Hadyna
Infrastructure & Service Reporting Analyst
Academic Information & Communication Technologies
University of Alberta
On Fri, Aug 19, 2011 at 8:02 AM, Gerald Young <[email protected]> wrote:
> Not really, because Queues are agnostic to Customers.
>
> The only thing a Queue can be is a member of a group.
> Customers can be members of a group.
> Customers can be assigned services.
> Services can be assigned SLAs.
>
> The idea is that a Customer purchases a service, and with that service,
> potentially an SLA.
>
> A Queue, for all it is, is a label in a group. In some terms, it can be
> described as "What group of Agents can handle this ticket? What group of
> Customers can submit this ticket?" or, if you will, "Given a service that a
> customer has purchased, what Queue (Technical Support? Sales? Service?
> Replace?) is appropriate?"
>
> Admittedly, this may not be the way you want to handle things, but it's the
> effective way OTRS does by default.
>
> You may decide to add a Postmaster filter or Generic Agent to handle this
> otherwise.
>
> (This is my opinion. Other contributors may have different opinions and
> methods to address this. Through programming, practically anything is
> possible.)
>
>
> On Fri, Aug 19, 2011 at 9:03 AM, José Francisco Luis Medina <
> [email protected]> wrote:
>
>> there is no possibility to link the Service to Queue? is a bit annoying to
>> have the complete list of services and that nothing filter this ...
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