On 27 May 2005 at 11:47, Jerome Alet wrote:
With OTRS you don't need to access the database directly, except in very rare occasions (disaster recovery, corrupted tables, etc).
I beg to differ.
Having relational integrity constraints is an important part of having and maintaining a consistent database.
I'm with you. But it's a feature that you don't miss while using OTRS, as the app takes care of data integrity and, in my experience, usually you don't need to modify the DB directly. Writing as I think (and about something I don't really know ;), OTRS was developed initially for MySQL and maybe MySQL don't support (or didn't in the past) that feature.
To disable the default queues you have 2 options:
- Rename them to something usefull for you. - Disable them, so they won't be shown (mark as invalid in admin interface).
Anyway, they can be used for things not related directly to your clients, as 'Junk' to store spam (and delete it automatically with the generic agent) or "Postmaster" to store system or administrative messages. Also, it's usefull to have some test queues, to test all kind of things without disturbing your clients queues. I've renamed 'Raw' and 'Misc' as 'TestQ1' and TestQ2' ;-)
OK so is there a way to let the queues exist and be seen by agents, while hiding them from customers ?
If I remember correctly, there's one way... let me find it... Yes, it's called "CustomerPanelOwnSelection". It's something like: # CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the CustomMessage.) $Self->{CustomerPanelOwnSelection} = { # Queue => Frontend-Name 'CustQueue' => 'This queue is for you!', }; This will only show the CustQueue in customers frontend named as "This queue is for you!"
bye
Jerome Alet
Regards! --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---