
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