Re: [otrs] Simple Queues for users with more complex ones for Admins

7 May 2004


      On Tuesday, May 04, 2004 10:22 PM
Andrew Ferris  wrote:
...
Is there a way in
OTRS to have a more complex Admins queue structure map back to a
simpler Customer one so that the Customers can still keep track of
their tickets, but can only create tickets to the main Customer
queues? Or does anyone have a better configuration? Thank you in
advance for any replies and as an aside, I'm quite happy with OTRS.
You may want to play with these settings, coming from
Config/Defaults.pm, going to Config.pm:

    # CustomerPanelSelectionType
    # (To: seection type. Queue => show all queues, SystemAddress =>
show all system
    # addresses;) [Queue|SystemAddress]
    $Self->{CustomerPanelSelectionType} = 'Queue';
#    $Self->{CustomerPanelSelectionType} = 'SystemAddress';

    # CustomerPanelSelectionString
    # (String for To: selection.)
    # use this for CustomerPanelSelectionType = Queue
#    $Self->{CustomerPanelSelectionString} = 'Queue: <Queue> -
<QueueComment>';
    $Self->{CustomerPanelSelectionString} = '<Queue>';
    # use this for CustomerPanelSelectionType = SystemAddress
#    $Self->{CustomerPanelSelectionString} = '<Realname> <<Email>> -
Queue: <Queue> - <QueueComment>';

    # CustomerPanelOwnSelection
    # (If this is in use, "just this selection is valid" for the
CustomMessage.)
#    $Self->{CustomerPanelOwnSelection} = {
#        # QueueID => String
#        '1' => 'First Queue!',
#        '2' => 'Second Queue!',
#    };

hth,

Robert Kehl

--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
         http://www.otrs.de/ :: Tel. +49 (0)6172 4832388