Re: [otrs] Customers' access to queues

15 Mar 2010

      Hi,

To complete Michiel addons, you can list system Address instead of Queue 
in Customer Frontend.
Go in SysConfig Ticket -> Frontend::Customer::Ticket::ViewNew -> 
CustomerPanelSelectionType: SystemAddress.

Hope this help.

Le 12/03/2010 19:29, Claudio Tassini a écrit :
...
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 http://customer.pl 
(v1.42) Line: 48
Any idea?
2010/3/12 Claudio Tassini mailto:claudio.tassini@gmail.com>
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 mailto:michiel.beijen@otrs.com>
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
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On Fri, Mar 12, 2010 at 4:57 PM, Claudio Tassini
        mailto:claudio.tassini@gmail.com>
        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
        >
        >
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Re: [otrs] Customers' access to queues

Guillaume Rehm