Hello people !
I have different queues, some of them belong to 'users' group and thus only agents can write to these queues and some which belong to 'customers' group to which both agents and customers can write their tickets via customer.pl.
By default customers fall into 'customers' group so they can only write to the queues belonging to that group.
The problem is that when a customer writes to one of the queues which belongs to 'customers' group and the ticket is then moved to one of the 'users' group the ticket disappears from 'My Tickets' list and (s)he can no longer see it's status or any other information relating to it. Moreover when one tries to follow a link in an email notify message (one that sent when a message's moved to other queue) to see the ticket e.g. http://example.com/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=1204 http://example.com/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=1204 OTRS says:
I am not sure which version you are using, if you have customer group support activated, you can just assign the customer users ro privileges to these other groups, and they will be able to read these tickets. They will not be able to update them unitl the tickets are in a rw queue, like customers, but they will be able to see them.
I'm using version 2.2.6 with LDAP authentication and I have CustomerGroupSupport enabled. Customers fall into 'customers' group by default because CustomerGroupAlwaysGroups is set to 'customers'. I've noticed there's UserSyncLDAPGroupsDefination config parameter which can help to automatically give rights to users. Is there anything I can use to automatically give/sync permissions to customers ?