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
<claudio.tassini@gmail.com> 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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