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

[Shawn Beasley]

Gabriele D'Andrea schrieb:
> 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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>>
>>
>>
>>
> 
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> => http://www.otrs.com/
> 

As I said, when you have the right criteria, then you can set up a 
general agent that can run at an interval of >=10min in increments of 
10min. Once this is setup and tested, then you will no longer have any 
manual intervention.

Glad to be of service. Just ask if you have more questions.

--Shawn--

"open minds, open source, and out-of-the-box thinking creating a 
monopoly free world for true freedom of choice"

  "There is no spoon" (The Matrix)