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

[Gabriele D'Andrea]

Thank you for your help

If I can configure a generic agent that move tickets from the parent queue 
to subqueues based on CustomersID, I won't need any manual intervention, 
right?

----- Original Message ----- 
From: "Shawn Beasley" <shawn.beasley at dlh.de>
To: <otrs at otrs.org>
Sent: Thursday, May 24, 2007 12:47 PM
Subject: [otrs] Re: Forcing customers to open ticket into their own subqueue


> 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
>
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