It seems to me that one could give "watcher" power to the customer and
then automatically subscribe them to the ticket automatically. But the
more I think about it the more I think that maybe there should just be
two tickets, one internal and one external.
What about linking tickets? I'm not finding where to turn that on ...
2008/11/10 Anton Gubar'kov
Hello, Paul. My impression is you mixing all up. I did mix it up too in my very beginning.
There is access control for customers. They can see own tickets only in queues they have access to via group memberships only.
If you move a customer ticket to a queue, which has a group the customer is not memer of, the customer will not see the ticket.
I couldn't figure out how to expose ticket links to the customer. :-( I couldn't expose SLA timers (I use OTRS::ITSM) to the customer either.
Regards, Anton.
2008/11/10 Paul Dale
I could swear that there was a way to have linked tickets in OTRS, but I'm not finding it at the moment.
Is there one, or am I just mixing it up with something else ...?
Also, when one is using the customer front end. Is there a way to make it so that a customer sees all tickets that have their customer id on them, whichever queue they are in?
The problem I am having is that if a ticket comes into the customer queue and I reassign it to another group then the customer can't see it any more.
thanks :)
paul _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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