Re: [otrs] Customers' access to queues

Thank you very much that was exactly what I needed... I wasn't able to find that in previous posts :/ 2010/3/12 Michiel Beijen

Hi Claudio,

We had a similar topic on the list just recently. I've used this to compile a page with some hints here:

http://wiki.otrs-forum.de/index.php?title=Queues_in_Customer_Front_End

Hope it helps!

((enjoy)) - Michiel Beijen R&D

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On Fri, Mar 12, 2010 at 4:57 PM, Claudio Tassini wrote:

...

Hi all, I'm trying to deploy OTRS in my environment and to configure it to suite my company's needs. I want customers to login in the web interface and create tickets that should _always_ go in a "default" queue, the same for all customers. They should not have access to any other queue I configure. Once the ticket is in the system, my first level support should be able to move it in the appropriate queue, I would need several of them, each one linked to a dedicated group. This is OK so far, I managed to do this using CustomerGroupSupport . The problem is that now the customers logged in the web interface can't even see the status of the ticket in the new queue, nor can they reply to notes placed by the agent, while I want customers to be able to follow the entire lifecycle of the ticket through any queue. Can I simply give customers the ability to read and reply to tickets in any queue, but prevent them to create/move tickets in any queue other than the "raw" one? Thank you in advance -- Claudio Tassini

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-- Claudio Tassini