Re: [otrs] Queues' visibility to customers

21 Jan 2009


      Yasir M. Arsanukaev пишет:
...
Anton Gubar'kov пишет:
...
Hello, Yasir.
You can try a simplier approach. You need to assign the "secret" 
queues to
groups no customers are in. Pay attention to the default groups for the
customer in Sysconfig. Once you move the ticket into one of these 
"secret"
groups, customers will no longer see this ticket.
Напиши мне лично по-русски, если по-английски объяснил туманно.С 
наступающим
новым годом.
Regards,
Anton.
2008/12/23 Yasir M. Arsanukaev 
...
Leonardo Certuche пишет:
...
the wise manual might help http://doc.otrs.org/2.3/en/html/c1947.html
On Mon, Dec 22, 2008 at 7:50 PM, Yasir M. Arsanukaev
wrote:
...
Hello folks.
Can I hide any queues so that these are invisible in the queues 
list to
the
...
...
end customers or just specify the visible ones but keeping the 
tickets
readable/writable in the hidden queues by the customers ?
Thanks.
-- 
С уважением,
Арсанукаев Ясир Маликович :: УИТ
ОАО "Амурметалл"
+7 (4217) 529-576
_______________________________________________
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
------------------------------------------------------------------------
_______________________________________________
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
ACLs are great but I don't get why I can't make these work with queues
named in UTF-8 or should they be written using some different 
charset or
approach?
Thanks a lot.
-- 
Yasir M. Arsanukaev - IT dept
JSC "Amurmetal", Russian Federation
phone +7 (4217) 529-576
_______________________________________________
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
------------------------------------------------------------------------
_______________________________________________
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
They won't see, right. But when I make queue belonging to users group 
customers never see their tickets via customer.pl interface, they just 
see Access denied message.
My boss's whim is to make the queues list containing only 2 visible 
queues which are readable/writable by customers.
When a new ticket arrives to the one of these queues, OTRS staff moves 
it another hidden queue. Other conversation continues via tickets in 
other hidden queues.
In 2.2.6 we made queues hidden by putting them in a queue which 
belonged to user group and made these belonging to customers group 
($Self->{CustomerGroupAlwaysGroups} = ['customers'];).
But in new OTRS 2.3.3 unlike in 2.2.6 these queues  have become 
visible. I wouldn't like to play with ACLs so much, because there are 
lots of queues to enumerate in an ACL rule.
I've also been thinking on idea of playing with group_customer_user 
table.
Thanks.
It seems that this config works:

use utf8;
$Self->{TicketAcl}->{'ACL-Name-1'} = {
        Properties => {
                # current ticket match properties
                CustomerUser => {
                        Group_rw => [ 'customers', ],
                },
        },
        Possible => {
                # possible ticket options
                Ticket => {
                        Queue => ['Misc', 'Общая', ],
                },
        },
};
no utf8;

It hides all queues except of Misc and Общая from customers which by 
default belong to customers group ($Self->{CustomerGroupAlwaysGroups} = 
['customers'];)
Examples used:
       http://doc.otrs.org/2.3/en/html/c1947.html
       http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=297