Thanks a lot Gerald and Michiel. I will try with 3.3 version.
2014-07-04 8:09 GMT-05:00 Michiel Beijen <[email protected]>: > ACLs in the customer interface are only supported on new OTRS (since 3.3). > I tend to prefer to remove the Queue from the customer interface, and > to set it to a default value. > So all tickets customers create end up in for instance the 'Support' > queue and agents then classify the requests and move it into the > correct queues if needed. > > Of course, if you want you can also automate this last bit. Since 3.3 > there are event based generic agent actions and you can for instance, > based on the Service, or another value, push tickets through to a > certain queue when a customer created them. > -- > Mike > > On Fri, Jul 4, 2014 at 5:38 AM, Gerald Young <[email protected]> wrote: > > It should be possible with group membership or ACL, though I (and this > is my > > own hangup) tend to not support segregating customers from queues that > > customers *generally* have access to. > > > > Sometimes it can't be helped. With CustomerGroupSupport disabled, > customers > > can see any queue. With CustomerGroupSupport enabled, customers will see > > queues that belong to groups of which the customer is a member. By > default, > > CustomerGroupAlwaysGroups provides "users" and therefore any Queue of > group > > "users" will be seen by all customers. For this purpose, > "escalation/Tier 2" > > queue not of group "users" might be useful, but there are other ways > (ACL, > > SysConfig Queue lists) to provide a truncated Queue list (by default) to > all > > customers. > > > > With ACL, you'd match the Properties CustomerUser Login and then Possible > > Queues (your list). You can use wildcards or use an ACL for each > segregated > > Customer. > > > > > > On Thu, Jul 3, 2014 at 9:00 PM, Karlos Jelez <[email protected]> wrote: > >> > >> Hi list, > >> > >> I have several queues in my OTRS 2.3.4 and several customers. > >> I would like hide some queues to some customers in the Customer > Interface. > >> Is it possible? > >> > >> or is it possible in OTRS 3.3 ? > >> > >> Thanks in advance !!! > >> > >> Karlos > >> > >> > >> > >> > >> > >> > >> --------------------------------------------------------------------- > >> 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 > > > > > > > > --------------------------------------------------------------------- > > 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 > --------------------------------------------------------------------- > 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 >
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