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From: Jesse [mailto:marshall28@juno.com]
Sent: Sunday, June 06, 2004 6:04 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Making Customers Only able to Send tickets to certainqueue's

Tyler Hepworth wrote:

Jesse wrote:
  

Jeff Griffiths wrote:

    

That's a queue permissions thing, I thought it was initially
confusing as well. Just put the rest of of your queues as 'admin'
with only the 'submission' queue as 'users'.

cheers, JeffG

Jesse wrote:

      

I want to make it so that when when a customer creates a new ticket
they can only post to a certain queue. right now I'm doing testing
on a future ticket system and when I goto post with a user they can
send a ticket to all the queue's. 

thanks
marshall
        

Are you saying that you want me to make the group admin on the "Junk"
"Misc" "Postmaster" and "Raw" queues? I did this and they can still
see each of the queues when creating a ticket. 
    

Much easier than all that.  Add the following to Config.pm

#CustomerPanelOwnSelection
#(If this is in use, "just this selection is valid" for the CustomMessage.)
$Self->{CustomerPanelOwnSelection} = { 
     QueueID => String
    '1' => 'First Queue!',
    '2' => 'Second Queue!',
};


Define the queues that you want the customer to see in the web panel.  Those
will be the only ones available.

hth,

Tyler Hepworth
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Is this for all the "customers"? Can I make it so that only one queue is selected for a group of "customers." My situation is that I have eight differnt sites and want to make the whole process of sending a ticket as easy as pie (you know how end users are). If I can make it so that the people at site A can only post and select site A's queue on that drop down list, that would be ideal. This looks like it makes it so that all the "customers" can see the queues defined in:

 '1' => 'First Queue!',
 '2' => 'Second Queue!',

and that I can't define specified queues for specific "customers." Do see my situation?

thanks
marshall 

Yes, it is possible to do this, but it involves activating customer group support and then classifying each and every customer into a group.  Throw away the code snippet I gave you and search Kernel/Config/Defaults.pm for "CustomerGroupSupport".  I don't use it so I don't have an working example to give you, but the commenting in Defaults.pm seems pretty self explanatory.

Hth,

Tyler Hepworth 

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