You can restrict customer allowed  queues either with an ACL rule or by using the CustomerPanelOwnSelection parameter in SysConfig.

Please see the article in OTRS's Wiki on http://wiki.otrs-forum.de.

The agent receives a notification when the ticket is created in one of its "preferred queues".

Hope this helps,

Florian.

-----Message d'origine-----

De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Erik van Ast

Envoyé : lundi 26 avril 2010 14:39

À : otrs@otrs.org

Objet : Re: [otrs] No notification after creating ticket through web

Dear mister de Pauw,

Thank you for your reply.

When I create a ticket from the customer website, the customer can choose in which queue it must be placed. At the moment we have 3 different queues. One "main" queue intended for all tickets to be placed in and 2 "sub" queues under the "main" queue. I want only the administrators to be able to move the tickets from the "main" queue to the "sub" queues. When I ask the customer to send an email to our OTRS system, a ticket is created, and the customer get's an email with the new ticket number and some info. That response comes from an auto response on the "main" queue (call it queue A) and the agent (me) also gets an email, but that email comes from the "notification" (en::Agent::NewTicket). When the customer however creates the ticket from the customer.pl website, it can choose which queue to place it in (I don't want that. How can I set-up that all new tickets from the website are automatically put in the "main" queue?). When it places it in the "main" queue, everything works fine, but if they put it in one of the "sub" queues (call it queue A1), the customer gets an auto response from that queue, but the agent gets no notification email. Does the "en::Agent::NewTicket" notification only work on the "main" queue and not on a "sub" queue?

Met vriendelijke groet / Kind regards / Mit freundlichem Gruß,

Erik van Ast