Hi, I'm setting up the OTRS structure for my company, I've been asked
to
create a structure like the following.
Queues organized by level,
e.g. 1st level troubleshooting, 2nd level
troubleshooting and 3rd
level.
the first level troubleshooting should be divided into subqueues,
one
for each customer.
When a customer opens a new ticket, the ticket
should be inserted into
the corresponding subque (e.g. 1stlevel->Customer
A).
The problem I'm facing, is that to give a customer the right to
open
up a new ticket on subqueue Customer A, I must give rw
permissions
even to the parent queue, so, when the new ticket is created,
the
customer can create the ticket in the parent queue.
I need to
allow customers to create ticket only for their own subqueue
and not for the
parent queues.
Is it possible to accomplish this?
Thanks for any
suggestion
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<strong>Gabriele D'Andrea
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