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

[Gabriele D'Andrea]

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)" <nils at lemonbit.nl>
To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
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.