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

[Shawn Beasley]

Gabriele D'Andrea schrieb:
> 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?
> 
> Thanks for any suggestion
> 

It would be possible to have one central queue for incoming customer 
tickets, and then setup a generic agent to do the sorting to the correct 
queues after the tickets come in.

I would setup the customer interface so that they could select a free 
field and then let the generic agent sort into a new queue on hand from 
the entry in this field

This however allows all registerd customers to open tickets that would 
be sorted to the queue of another company.

Additionally, in order to prevent this, you can give the generic agent 
the customer name that should be able to do this.

Either way you do this it will be combined with manual administration 
for each rule.

Another option would be to sort with the general agent using the 
criteria Queue and FreeText.

This would allow all users who were able to open tickets in this queue 
(regardless of the customer number) to be recategorized on hand from the 
FreeText field.

The whole thought pattern is a little complicated. If it were possible 
to export the generic agent setting I could give you an example.

--Shawn