Hello everybody!

We've been using OTRS as our service desk tool for about 6 months and we're very happy with it.

Today, when a customer logs on to OTRS and creates a new ticket he is able to choose the destination queue and set type and priority for this new ticket.

What we would like to do was to hide the queue list from customers and make OTRS send all the tickets to a default queue, with default type and priority, so we would have an agent working on this queue classifying the tickets and moving them to the apropriated queue and with the correct priority.

How could we do this? Anyone has made it already?

Any help will be very appreciated!

Regards,

Fernando Della Torre