[otrs] Create non-client visible tickets

[Laurent Minost]

Hi Alexander,

* the listing of the ticket within the customer-webgui
-> this is "already" done/current behaviour if this customer does not 
have access to the queue on which tickets are located

* the sending of customer-notifications and autoanswers
-> if you set 'Customer Move/State/Owner Notify:' to No on Queue 
settings of the queue on which tickets are located, customer will not be 
notified about modifications on this ticket

I think that it's currently already possible to do what Jesus wants to 
do but maybe in a less comfortable way than what you described.

BR,

Laurent MINOST



Alexander Scholler a écrit :
> 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
>>
> 
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