Hi Mark, On Fri, Jan 23, 2004 at 02:15:35PM -0500, L. Mark Stone wrote:

We are an outsourcing shop performing network maintenance and help desk services for a growing number of clients.

We would like to implement the Customer Interface, so customers can both track their own trouble tickets and create new trouble tickets when their email system is down. (Normally, we have each client set up an account 'trouble@client-domain.com' on their own email system, and then we have OTRS pull down emails sent to these 'trouble' addresses. We dispatch these emails by queue, so emails sent to trouble@Client-One.com wind up automatically in the Client-One::Incoming queue.)

But, we only want clients to see tickets in their own company's queues.

Each client has a top queue with the name of the client, and then three sub-queues: Incoming, Closed and Invoiced (my favorite!)

We tried the Groups feature, but it seems to be only for Agent accounts, not Customer accounts. Maybe we didn't use this correctly.

It should work with the Customer Groups feature (in OTRS 1.2).

So, how do I set permissions so that:

1. Customers that self-register can't see any queues until I give them permission, and;

2. Customers for whom I have set permissions can only see tickets in their own Incoming, Closed and Invoiced queues, and;

3. I can allow a Customer's chief financial officer to see all three sub-queues, but regular customer users can only see Incoming and Closed sub-queues?

a) create a group for each customer b) change the group of the customer queues to the customer group c) just add the customer user to the correct customer group d) add your agents to all customer groups -=> Customer shoud only have access to the own queues

Happy New Year to all! Mark

Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!