Hello, Yasir. You can try a simplier approach. You need to assign the "secret" queues to groups no customers are in. Pay attention to the default groups for the customer in Sysconfig. Once you move the ticket into one of these "secret" groups, customers will no longer see this ticket. Напиши мне лично по-русски, если по-английски объяснил туманно.С наступающим новым годом. Regards, Anton. 2008/12/23 Yasir M. Arsanukaev

Leonardo Certuche пишет:

...

the wise manual might help http://doc.otrs.org/2.3/en/html/c1947.html

On Mon, Dec 22, 2008 at 7:50 PM, Yasir M. Arsanukaev wrote:

...

Hello folks.

Can I hide any queues so that these are invisible in the queues list to the end customers or just specify the visible ones but keeping the tickets readable/writable in the hidden queues by the customers ?

Thanks.

-- С уважением, Арсанукаев Ясир Маликович :: УИТ ОАО "Амурметалл" +7 (4217) 529-576

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_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ACLs are great but I don't get why I can't make these work with queues named in UTF-8 or should they be written using some different charset or approach?

Thanks a lot.

-- Yasir M. Arsanukaev - IT dept JSC "Amurmetal", Russian Federation phone +7 (4217) 529-576

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Yasir M. Arsanukaev пишет:

Anton Gubar'kov пишет:

...

Hello, Yasir.

You can try a simplier approach. You need to assign the "secret" queues to groups no customers are in. Pay attention to the default groups for the customer in Sysconfig. Once you move the ticket into one of these "secret" groups, customers will no longer see this ticket.

Напиши мне лично по-русски, если по-английски объяснил туманно.С наступающим новым годом.

Regards, Anton.

2008/12/23 Yasir M. Arsanukaev

...

Leonardo Certuche пишет:

...

the wise manual might help http://doc.otrs.org/2.3/en/html/c1947.html

On Mon, Dec 22, 2008 at 7:50 PM, Yasir M. Arsanukaev wrote:

...

Hello folks.

Can I hide any queues so that these are invisible in the queues list to

the

...

...

end customers or just specify the visible ones but keeping the tickets readable/writable in the hidden queues by the customers ?

Thanks.

-- С уважением, Арсанукаев Ясир Маликович :: УИТ ОАО "Амурметалл" +7 (4217) 529-576

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ACLs are great but I don't get why I can't make these work with queues named in UTF-8 or should they be written using some different charset or approach?

Thanks a lot.

-- Yasir M. Arsanukaev - IT dept JSC "Amurmetal", Russian Federation phone +7 (4217) 529-576

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_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs They won't see, right. But when I make queue belonging to users group customers never see their tickets via customer.pl interface, they just see Access denied message. My boss's whim is to make the queues list containing only 2 visible queues which are readable/writable by customers. When a new ticket arrives to the one of these queues, OTRS staff moves it another hidden queue. Other conversation continues via tickets in other hidden queues.

In 2.2.6 we made queues hidden by putting them in a queue which belonged to user group and made these belonging to customers group ($Self->{CustomerGroupAlwaysGroups} = ['customers'];). But in new OTRS 2.3.3 unlike in 2.2.6 these queues have become visible. I wouldn't like to play with ACLs so much, because there are lots of queues to enumerate in an ACL rule. I've also been thinking on idea of playing with group_customer_user table.

Thanks.

It seems that this config works: use utf8; $Self->{TicketAcl}->{'ACL-Name-1'} = { Properties => { # current ticket match properties CustomerUser => { Group_rw => [ 'customers', ], }, }, Possible => { # possible ticket options Ticket => { Queue => ['Misc', 'Общая', ], }, }, }; no utf8; It hides all queues except of Misc and Общая from customers which by default belong to customers group ($Self->{CustomerGroupAlwaysGroups} = ['customers'];) Examples used: http://doc.otrs.org/2.3/en/html/c1947.html http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=297