Re: [otrs] Hiding queues

Thanks a lot Gerald and Michiel. I will try with 3.3 version. 2014-07-04 8:09 GMT-05:00 Michiel Beijen :

ACLs in the customer interface are only supported on new OTRS (since 3.3). I tend to prefer to remove the Queue from the customer interface, and to set it to a default value. So all tickets customers create end up in for instance the 'Support' queue and agents then classify the requests and move it into the correct queues if needed.

Of course, if you want you can also automate this last bit. Since 3.3 there are event based generic agent actions and you can for instance, based on the Service, or another value, push tickets through to a certain queue when a customer created them. -- Mike

On Fri, Jul 4, 2014 at 5:38 AM, Gerald Young wrote:

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It should be possible with group membership or ACL, though I (and this is my own hangup) tend to not support segregating customers from queues that customers *generally* have access to.

Sometimes it can't be helped. With CustomerGroupSupport disabled, customers can see any queue. With CustomerGroupSupport enabled, customers will see queues that belong to groups of which the customer is a member. By default, CustomerGroupAlwaysGroups provides "users" and therefore any Queue of group "users" will be seen by all customers. For this purpose, "escalation/Tier 2" queue not of group "users" might be useful, but there are other ways (ACL, SysConfig Queue lists) to provide a truncated Queue list (by default) to all customers.

With ACL, you'd match the Properties CustomerUser Login and then Possible Queues (your list). You can use wildcards or use an ACL for each segregated Customer.

On Thu, Jul 3, 2014 at 9:00 PM, Karlos Jelez wrote:

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Hi list,

I have several queues in my OTRS 2.3.4 and several customers. I would like hide some queues to some customers in the Customer

Interface.

...

Is it possible?

or is it possible in OTRS 3.3 ?

Thanks in advance !!!

Karlos

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