[otrs] Create non-client visible tickets

[Alexander Scholler]

Hi Jesus,

I think this is not possible at the moment, but would be a good feature 
for the future => please open a feature-"bug"-report.

If I had to implement this in today's OTRS, I would use a dedicated 
freetext-field "readable for customer" which is defaulted to "yes".

You would than have to modify the sources to prevent
* the listing of the ticket within the customer-webgui
* the sending of customer-notifications and autoanswers
if this freetext-field is set to "no".

I think it is not more than about 15-30 lines of code-modification, but 
you have to know where to change it, and it's spread all over the files.

You could make use of sales at otrs.com for professional help.

Bye, Alex

Jesús M. Navarro schrieb:
> 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
>