Hi, On Fri, May 27, 2005 at 02:15:51PM +0200, Victor Rodriguez Cortes wrote:
Writing as I think (and about something I don't really know ;), OTRS was developed initially for MySQL and maybe MySQL don't support (or didn't in the past) that feature.
Ah, yes you're probably right ! Thanks
To disable the default queues you have 2 options:
- Rename them to something usefull for you. - Disable them, so they won't be shown (mark as invalid in admin interface).
Anyway, they can be used for things not related directly to your clients, as 'Junk' to store spam (and delete it automatically with the generic agent) or "Postmaster" to store system or administrative messages. Also, it's usefull to have some test queues, to test all kind of things without disturbing your clients queues. I've renamed 'Raw' and 'Misc' as 'TestQ1' and TestQ2' ;-)
OK so is there a way to let the queues exist and be seen by agents, while hiding them from customers ?
If I remember correctly, there's one way... let me find it... Yes, it's called "CustomerPanelOwnSelection". It's something like:
# CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the CustomMessage.) $Self->{CustomerPanelOwnSelection} = { # Queue => Frontend-Name 'CustQueue' => 'This queue is for you!', };
This will only show the CustQueue in customers frontend named as "This queue is for you!"
This is great (even if only for email tickets). In the meantime I've followed Yann's advice and marked the queues as invalid Thanks to all. Now I know that BOTH the software and its support are great ! :-) bye Jerome Alet