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 (v1.42) Line: 48

Any idea?

2010/3/12 Claudio Tassini <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 <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
<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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