Simple Queues for users with more complex ones for Admins
We would like to have two queues that the end-users (Customers) can input to. I'm thinking of say Support Requests and General Feedback as the queues. We would like to have four or five queues that the Admins move tickets from these original two Customer queues to. Something like Network, Server, Workstation-Hardware, and Workstation-Software, based on where we think the problem may be. On our stock install of OTRS 1.2.3 if we do that and assign a ticket from the two Customer queues to such an Admin queue then the Customer can't see it anymore. If we create some sub-queues to the original two Customer ones, then the customer can see them & enter info to them. Is there a way in OTRS to have a more complex Admins queue structure map back to a simpler Customer one so that the Customers can still keep track of their tickets, but can only create tickets to the main Customer queues? Or does anyone have a better configuration? Thank you in advance for any replies and as an aside, I'm quite happy with OTRS. Andrew Ferris Network Support Analyst MRL/iCAPTURE Centre/ASL
On Tuesday, May 04, 2004 10:22 PM
Andrew Ferris
Is there a way in OTRS to have a more complex Admins queue structure map back to a simpler Customer one so that the Customers can still keep track of their tickets, but can only create tickets to the main Customer queues? Or does anyone have a better configuration? Thank you in advance for any replies and as an aside, I'm quite happy with OTRS.
You may want to play with these settings, coming from Config/Defaults.pm, going to Config.pm: # CustomerPanelSelectionType # (To: seection type. Queue => show all queues, SystemAddress => show all system # addresses;) [Queue|SystemAddress] $Self->{CustomerPanelSelectionType} = 'Queue'; # $Self->{CustomerPanelSelectionType} = 'SystemAddress'; # CustomerPanelSelectionString # (String for To: selection.) # use this for CustomerPanelSelectionType = Queue # $Self->{CustomerPanelSelectionString} = 'Queue: <Queue> - <QueueComment>'; $Self->{CustomerPanelSelectionString} = '<Queue>'; # use this for CustomerPanelSelectionType = SystemAddress # $Self->{CustomerPanelSelectionString} = '<Realname> <<Email>> - Queue: <Queue> - <QueueComment>'; # CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the CustomMessage.) # $Self->{CustomerPanelOwnSelection} = { # # QueueID => String # '1' => 'First Queue!', # '2' => 'Second Queue!', # }; hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (2)
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Andrew Ferris -
Robert Kehl