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

 

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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


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