Hi Henry and Mike, customer group support is the right aproach. Just add a group via the admin area in your system. In the next step create the queues, that you want to have for this customer group. Then create the customer users for this group or, if they already exist, give them access to the new customer group and remove them in the other groups (users). Now log in as customer via the customer panel and enjoy ;). Regards, Christian On Mon, Aug 08, 2005 at 10:45:33AM -0400, Mike Conigliaro wrote:
if i understand correctly, you want to restrict the queues that show up in the dropdown list on the customer interface. i actually just figured this out last week. im not sure if this is the 100% correct way of doing it, but it seems to work!
Hiding Queues from Customer Users
To hide queues via permissions, first enable customer group support by adding the following to Kernel/Config.pm:
$Self->{CustomerGroupSupport} = 1;
By default, all customer users will be placed in the ?users? group. Any queue not in the ?users? group will be hidden from the customer.
Another way to do this is by explicitly defining the queues that should be listed in the customer web interface. Adding the following to Kernel/Config.pm will hide all queues except ?Requests?:
$Self->{CustomerPanelOwnSelection} = { # QueueID => String '2' => 'Requests', };
Henry P Carpenter-Clawson wrote:
Hi Guys, and Girls (?),
I am new to the OTRS system and so far am 'very' impressed.
I do have one question that from the documentation I thought was possible but that I've not managed to duplicate yet.
Chapter 2.3 of the documentation lead me to believe I could have one queue for my core product. Users would logon to the web site and create a support ticket by filling in the form. My understanding was that I could have someone look at this queue and assign the bug to a sub or component queue for a specialist to look at.
What I don't want is the customers to be able to select any of the sub queue's only an agent should be able to do this. However once an agent has responded to a ticket I do want the user to be able to view and update the ticket.
So far I have managed to either configure the system so that users can't see sub component queue's or have read only access to the queue's, however read only access means they can't post follow up messages.
Is there a config file that I could change so that the web page that shows queue's only has the 'top level' queue in it regardless of read and write access to the sub queue's. This way I could all customers full access to the sub queue's but they wouldn't know about them until after someone has replied from a component queue.
Sorry if this has a mix of the wrong terminology in it and thanks in advance.
Regards.
------------------ *Henry Carpenter Clawson* aka *'H' ** *Operations Manager
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