Re: [otrs] Customers' access to queues

15 Mar 2010

      Michiel,

thank you very much, not it works :)

However, I've noted that if you use your "Whitelisting queues" procedure and
you set a "Content" value which is different from the "Key" value (to show a
text different than the real queue name in the customers' interface)
in CustomerPanelOwnSelection
under Ticket -> Frontend::Customer::Ticket::ViewNew , you must as well use
the value of that same value as the "queue name" in the "Action" instead of
the real queue name to make it work. Maybe you could add a note to this in
the wiki ;)

Many thanks again!

2010/3/15 Michiel Beijen 
...
Claudio,
I'm sorry, I messed around with the formatting of the URL on the wiki
page. Also somebody added the missing parameter StoreNew to the wiki
page, thanks for that!
So this is the actual text snippet:
"Setting a default queue"
You can set a default queue by change the SysConfig Option "Action" in
Frontend::Customer::ModuleRegistration below "Ticket"-Group to
something like:
Action=CustomerTicketMessage;Subaction=StoreNew;Dest=1||Postmaster
where 1 is the Queue ID and Postmaster is the queue name.
see http://wiki.otrs-forum.de/index.php?title=Queues_in_Customer_Front_End
((enjoy))
-
Michiel Beijen
R&D
Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]
OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Germany
T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
I:  http://www.otrs.com/
Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial
register: 10751, Tax ID: 003 240
97505 Chairman of the Board: Burchard Steinbild, Managing Board: André
Mindermann (CEO), Martin Edenhofer
On Fri, Mar 12, 2010 at 7:29 PM, Claudio Tassini
 wrote:
...
Hi Michiel,
I've used the "Whitelisting Queue" method you described in the wiki to
achieve what I needed, but I still have the "problem" that the customer
needs to select the queue from the drop-down menu when creating a new
ticket... which in my case is quite because I have only one queue in the
list.
So I tried to follow the procedure under "Setting a Default Queue" in
your
page but it doesn't seem to work... maybe because I have
the CustomerPanelOwnSelection option enabled.
In the "Ticket" group, under Frontend::Customer::ModuleRegistration ,
I've
set the Link option of CustomerFrontend::Module###CustomerTicketMessage
to
this:
Action=CustomerTicketMessage?Dest=2||PrimoLivello
where "2" is the queue id (taken from the DB) and "PrimoLivello" is its
name.
I get this error when i click on "New Ticket" from the customer
interface:
ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Mar 12 19:20:16 2010
Message: Module Kernel/Modules/CustomerTicketMessageDest2PrimoLivello.pm
not
found!
Traceback (14639):
   Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line:
185
   Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.42) Line: 48
Any idea?
2010/3/12 Claudio Tassini 
...
Thank you very much that was exactly what I needed... I wasn't able to
find that in previous posts :/
2010/3/12 Michiel Beijen 
...
Hi Claudio,
We had a similar topic on the list just recently. I've used this to
compile a page with some hints here:
http://wiki.otrs-forum.de/index.php?title=Queues_in_Customer_Front_End
Hope it helps!
((enjoy))
-
Michiel Beijen
R&D
Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]
OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Germany
T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
I:  http://www.otrs.com/
Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial
register: 10751, Tax ID: 003 240
97505 Chairman of the Board: Burchard Steinbild, Managing Board: André
Mindermann (CEO), Martin Edenhofer
On Fri, Mar 12, 2010 at 4:57 PM, Claudio Tassini
 wrote:
...
Hi all,
I'm trying to deploy OTRS in my environment and to configure it to
suite my
company's needs. I want customers to login in the web interface and
create
tickets that should _always_ go in a "default" queue, the same for
all
...
...
...
customers. They should not have access to any other queue I
configure.
Once the ticket is in the system, my first level support should be
able
to
move it in the appropriate queue, I would need several of them, each
one
linked to a dedicated group. This is OK so far, I managed to do this
using CustomerGroupSupport .
The problem is that now the customers logged in the web interface
can't
even
see the status of the ticket in the new queue, nor can they reply to
notes
placed by the agent, while I want customers to be able to follow the
entire
lifecycle of the ticket through any queue.
Can I simply give customers the ability to read and reply to tickets
in
any
queue, but prevent them to create/move tickets in any queue other
than
the
"raw" one?
Thank you in advance
--
Claudio Tassini
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
--
Claudio Tassini
--
Claudio Tassini
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
-- 
Claudio Tassini