For us here, we define a group and use it to associate agents, queues and customers (setting read only or read write access for agents and customers). In order for the agents to give support on a specific queue (then to a specific customer) we have to go log in with the agent and go to “Preferences” and select the proper queue from “My Queues”. For the customers, we do not need to do anything. The queues that are in the group that they also are in, appear directly in the list box of “New Ticket” form, in the “To” field.

Mauricio de Andrade Ramos - Consultant I Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108 0104 • Fax. + 55 48 2108 0129 mauricio.ramos@wedotechnologies.com www.wedotechnologies.com

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From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Constantinos Giatras
Sent: quinta-feira, 4 de fevereiro de 2010 02:18
To: otrs@otrs.org
Subject: [otrs] Customer Groups

I have tried to get Customer Groups working so Customers could Read a Queue from the customer interface. Can someone explain if this is how it is supposed to work?

After enabling customer groups and adding a queue to that group, and then adding a user to that group I still can not see tickets from that queue inside customer interface.


Could someone please let me know if this is how it should work and why it may not be working?


thanks,

kosta