[otrs] Forcing customers to open ticket into their own subqueue

[Nils Breunese (Lemonbit)]

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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