Hello, I am looking for a way to associate Queues to Services in version 2.3.4. My organization has a requirement for new ticket creation. The queue (To:) drop-down list needs to be generated based on the Service chosen. So, for example, if a Service named "Desktop Support" is chosen then only queues that apply to Desktop Support will appear in the To: drop-down menu. I would appreciate any advice on how to accomplish this task. Kirk
Hi Kirk, in OTRS default services associated with customers. So if you want to do an additional filter to put an associate Queues to Services you could do this by writing an ACL-Modul. For example see Kernel/System/Ticket/Acl/ CloseParentAfterClosedChilds.pm (example to let not close a ticket until all linked child tickets got closed) Other way would be to create a static ACL for every Queue/Service relation (is more maintaining work for your admin to maintain it). -Martin On Apr 28, 2009, at 14:47 , Kirk Shearin wrote:
I am looking for a way to associate Queues to Services in version 2.3.4. My organization has a requirement for new ticket creation. The queue (To:) drop-down list needs to be generated based on the Service chosen. So, for example, if a Service named "Desktop Support" is chosen then only queues that apply to Desktop Support will appear in the To: drop-down menu. I would appreciate any advice on how to accomplish this task.
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Hi Kirk,
I have made a Queue To Service association. But the scenario we wondered was
the inverse.
When someone choose the "Desktop Support" QUEUE then all the services
associated to this queue is shown.
Is this what you want to do?
If yes I can give my solution to that.
Regards,
Ronaldo Richieri
On Tue, Apr 28, 2009 at 1:03 PM, Martin Edenhofer
Hi Kirk,
in OTRS default services associated with customers. So if you want to do an additional filter to put an associate Queues to Services you could do this by writing an ACL-Modul.
For example see Kernel/System/Ticket/Acl/CloseParentAfterClosedChilds.pm (example to let not close a ticket until all linked child tickets got closed)
Other way would be to create a static ACL for every Queue/Service relation (is more maintaining work for your admin to maintain it).
-Martin
On Apr 28, 2009, at 14:47 , Kirk Shearin wrote:
I am looking for a way to associate Queues to Services in version 2.3.4.
My organization has a requirement for new ticket creation. The queue (To:) drop-down list needs to be generated based on the Service chosen. So, for example, if a Service named "Desktop Support" is chosen then only queues that apply to Desktop Support will appear in the To: drop-down menu. I would appreciate any advice on how to accomplish this task.
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-- Ronaldo Richieri (15) 8818-2009 Sent from Rio de Janeiro, Brasil
Thanks for the responses. I tried using the static ACL and I was able to do
it the opposite way. I can force the Services menu to only show items
related to the Queue selected. For some reason, it will not work the other
way around. I will research using the ACL-Module method that was suggested.
Kirk
----- Original Message -----
From: "Martin Edenhofer"
Hi Kirk,
in OTRS default services associated with customers. So if you want to do an additional filter to put an associate Queues to Services you could do this by writing an ACL-Modul.
For example see Kernel/System/Ticket/Acl/ CloseParentAfterClosedChilds.pm (example to let not close a ticket until all linked child tickets got closed)
Other way would be to create a static ACL for every Queue/Service relation (is more maintaining work for your admin to maintain it).
-Martin
On Apr 28, 2009, at 14:47 , Kirk Shearin wrote:
I am looking for a way to associate Queues to Services in version 2.3.4. My organization has a requirement for new ticket creation. The queue (To:) drop-down list needs to be generated based on the Service chosen. So, for example, if a Service named "Desktop Support" is chosen then only queues that apply to Desktop Support will appear in the To: drop-down menu. I would appreciate any advice on how to accomplish this task.
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participants (3)
-
Kirk Shearin -
Martin Edenhofer -
Ronaldo Richieri