Re: [otrs] Forcing customers to open ticket into their own subqueue

Ulrick FOSSARD wrote:

The obvious benefit would be that each customer can have an overview of his own ticket, without being able to "spy" on any other customer's queue. Alos, for stats, it may come handy, to classify problems per users. Of course, I'm new to using OTRS so maybe there is something I didn't understand, but I see no other way to do something like that.

You might want to read the section on customer users and customer groups: http://doc.otrs.org/2.1/en/html/x813.html. Customers can't spy on tickets from other customers. Also it's not needed for creating stats, though you may need to customize the SQL queries (I don't know, I haven't looked at stats in a while). Nils Breunese.