[otrs] Create non-client visible tickets

[Laurent Minost]

Hi,

Simply create concerned tickets in a specific queue that will not be 
accessible to this customer ?
But you will need to care about automatic notifications when ticket is 
created, modified etc on this queue ... so customer will not be informed 
about these.

Please tell me if you achieve to do this with this method, it could be 
also interesting for me :) Thanks by advance.

Laurent MINOST


Jesús M. Navarro a écrit :
> Hi, list:
> 
> I'm looking for a way to create tickets for a client that still are not
> visible for them (quite alike to an "internal note" but expanding the whole
> ticket).
> 
> There are situations like i.e. maintenance operations we want to associate to
> a given client and take advantage of OTRS's workflow, SLA, notes, etc. but
> that simply are not for "client consumption".  Anyone know how can I achive
> this goal?
> TIA
> --
> Jesús M. Navarro
> Jefe de Sistemas y Soporte
> Ándago Ingeniería - www.andago.com
> 
> Teléfono: +34 916 011 373 (ext. 29)
> Móvil: +34 666 431 088
> e-mail: jesus.navarro at andago.com
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