RE: [otrs] Re: Deleting Users, Queue , System Address

Hi Mark, The need for hiding some queues from the customer is like this ; I have a queue that is used only by the developers ( say, Developer queue ) for submitting release plans . Another queue is there for the end users ( say Support queue ) All the developers are given admin privileges and they user the phone view to enter a new request to the Developer queue. So my need is to hide this Developer queue from the end user community. can you suggest any any ideas ? regards, Kannan. "Grimes, David" wrote: I have been curious about the same thing. I want to have a default queue that everything comes into which would then be delegated out to the appropriate queue by the helpdesk lead. I have accomplished this by creating sub-queues. So for instance I have a generic queue called helpdesk and as sub-queues I have created network systems and phone. Maybe you can try doing it that way. One note, I do still show two queues in the To: list the Postmaster queue is showing up and I'm not convinced deleting it from the queue list is such a good idea. Would it break something to do so? I'm Kannan the less options presented to a user the more simple it is for them. Regards DG -----Original Message----- From: Mark Mertel [mailto:mmertel@olympus.net] Sent: Thursday, December 25, 2003 11:06 PM To: User questions and "discussions about OTRS. Subject: Re: [otrs] Re: Deleting Users, Queue , System Address Kannan, there's always a way - and if not, there's probably a hack. What criteria are you planning on using to filter the queues ? I mean, why display some and not others, and if they don't display, why even have them ? You could probably us the 'valid' strategy here as well, couldn't you ? On Fri, 2003-12-26 at 02:59, kannan v wrote:

Hi, Thanks all. It will be very helpful if there is a provisioin for deleting the obects from the database in an enterprise scenario with a large no of users.. For now , i will use the "valid" field to serve my purpose.

Can any one answer my second problem . ( Listed Below )

...

Also it will be very helpful if some one can tell me about how to restrict the queues ( OR emai id's ) that gets listed in the To field of >the Customer Message interface that is used to create New Ticket. ( That is , I don't want to display all the queues OR system emai ids in the New Ticket Creation Page because this causes confusion in the customer users ).

Thankin you,

Kannan.

Mark Mertel wrote: After getting OTRS installed on my laptop, I see that all should need to do is mark the user, queue, whatever to invalid, or invalid-temporarily. So, don't go mucking around with your database ;>)

kannan v writes:

...

Dear All,

I have installed OTRS and slowly getting acquainted with its nice features. Want to know whether there is a provision for deleting users, ( both customer and Agent ) , Queue and System Address. If there is no interface , kindly guide me about the sql's to run on the DB for the removal of the above that will also delete all the dependencies.

Also it will be very helpful if some one can tell me about how to restrict the queues ( OR emai id's ) that gets listed in the To field of the Customer Message interface that is used to create New Ticket. ( That is , I don't want to display all the queues OR system emai ids in the New Ticket Creation Page because this causes confusion in the customer users ).

Again, congrats to the developers of OTRS for a really good product .

Thanking you,

Kannan.

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--- Mark Mertel mmertel@olympus.net Phone 206-322-9074 Cell 206-409-2018

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