Nils, thank you for this answer.
Unfortunately (my boss would say “hopefully for us !”), we don’t have just one customer … and I have to isolate my different customer’s queues (let’s say CUST_01, CUST_02, etc.).
So I’m looking for a way to :
- restrict one customer to its own queue => seems OK for me now:
The “customer <-> group” function gives this “firewall”, one guy won’t see/create tickets in another customer’s queue.
Despite the ACL solution works (hiding the standard queues Raw, Misc, etc.), I followed your advice and disabled my ACL (my first one, snif !) in Config.pm and now use the CustomerPanelOwnSelection from Frontend::Customer::Ticket::ViewNew to manage the set of queues available for customers. I find it a little more elegant to manage allowed queues from SysConfig.
- fill automatically the customer’s queue on the customer’s new ticket screen : maybe some additional coding to complete the “Action=CustomerTicketMessage&Dest=1||” with the customer’s queue ?
Once again, thank you in advance for any idea or experience.
Cordialement,
Florian HOUEL
Bâtissons ensemble vos systèmes d’informations . . .
53, Cours Romestang - 38200 VIENNE
Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45
Fax : +33 (0)4 74 16 18 66
De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Nils Leideck - ITSM
Envoyé : jeudi 11 mars 2010 21:05
À : User questions and discussions about OTRS.
Objet : Re: [otrs] Hide the Required Queues on Customer frontend --solutionfound.
I would not recomend to use ACL if you just want to enable 1 Queue.
Search for "OwnQueueSelection" in the SysConfig and you will find your way ;-)
For setting a default Queue you shoudl consider to change the SysConfig Option "Action" in Frontend::Customer::ModuleRegistration below "Ticket"-Group to something like:
Action=CustomerTicketMessage?Dest=1||Postmaster
First the DB-ID, followed by two pipes, followed by the current Queuename.
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leideck@leidex.net
nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal project