Thank you very much that was exactly what I needed... I wasn't able to find that in previous posts :/ 2010/3/12 Michiel Beijen

Hi Claudio,

We had a similar topic on the list just recently. I've used this to compile a page with some hints here:

http://wiki.otrs-forum.de/index.php?title=Queues_in_Customer_Front_End

Hope it helps!

((enjoy)) - Michiel Beijen R&D

Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany

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On Fri, Mar 12, 2010 at 4:57 PM, Claudio Tassini wrote:

...

Hi all, I'm trying to deploy OTRS in my environment and to configure it to suite my company's needs. I want customers to login in the web interface and create tickets that should _always_ go in a "default" queue, the same for all customers. They should not have access to any other queue I configure. Once the ticket is in the system, my first level support should be able to move it in the appropriate queue, I would need several of them, each one linked to a dedicated group. This is OK so far, I managed to do this using CustomerGroupSupport . The problem is that now the customers logged in the web interface can't even see the status of the ticket in the new queue, nor can they reply to notes placed by the agent, while I want customers to be able to follow the entire lifecycle of the ticket through any queue. Can I simply give customers the ability to read and reply to tickets in any queue, but prevent them to create/move tickets in any queue other than the "raw" one? Thank you in advance -- Claudio Tassini

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Hi, To complete Michiel addons, you can list system Address instead of Queue in Customer Frontend. Go in SysConfig Ticket -> Frontend::Customer::Ticket::ViewNew -> CustomerPanelSelectionType: SystemAddress. Hope this help. Le 12/03/2010 19:29, Claudio Tassini a écrit :

Hi Michiel,

I've used the "Whitelisting Queue" method you described in the wiki to achieve what I needed, but I still have the "problem" that the customer needs to select the queue from the drop-down menu when creating a new ticket... which in my case is quite because I have only one queue in the list.

So I tried to follow the procedure under "Setting a Default Queue" in your page but it doesn't seem to work... maybe because I have the CustomerPanelOwnSelection option enabled.

In the "Ticket" group, under Frontend::Customer::ModuleRegistration , I've set the Link option of CustomerFrontend::Module###CustomerTicketMessage to this:

Action=CustomerTicketMessage?Dest=2||PrimoLivello

where "2" is the queue id (taken from the DB) and "PrimoLivello" is its name.

I get this error when i click on "New Ticket" from the customer interface:

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Mar 12 19:20:16 2010

Message: Module Kernel/Modules/CustomerTicketMessageDest2PrimoLivello.pm not found!

Traceback (14639):

Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 185

Module: /opt/otrs/bin/cgi-bin/customer.pl http://customer.pl (v1.42) Line: 48

Any idea?

2010/3/12 Claudio Tassini mailto:claudio.tassini@gmail.com>

Thank you very much that was exactly what I needed... I wasn't able to find that in previous posts :/

2010/3/12 Michiel Beijen mailto:michiel.beijen@otrs.com>

Hi Claudio,

We had a similar topic on the list just recently. I've used this to compile a page with some hints here:

http://wiki.otrs-forum.de/index.php?title=Queues_in_Customer_Front_End

Hope it helps!

((enjoy)) - Michiel Beijen R&D

Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany

T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

On Fri, Mar 12, 2010 at 4:57 PM, Claudio Tassini mailto:claudio.tassini@gmail.com> wrote: > Hi all, > I'm trying to deploy OTRS in my environment and to configure it to suite my > company's needs. I want customers to login in the web interface and create > tickets that should _always_ go in a "default" queue, the same for all > customers. They should not have access to any other queue I configure. > Once the ticket is in the system, my first level support should be able to > move it in the appropriate queue, I would need several of them, each one > linked to a dedicated group. This is OK so far, I managed to do this > using CustomerGroupSupport . > The problem is that now the customers logged in the web interface can't even > see the status of the ticket in the new queue, nor can they reply to notes > placed by the agent, while I want customers to be able to follow the entire > lifecycle of the ticket through any queue. > Can I simply give customers the ability to read and reply to tickets in any > queue, but prevent them to create/move tickets in any queue other than the > "raw" one? > Thank you in advance > -- > Claudio Tassini > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- 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

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-- Claudio Tassini

-- Claudio Tassini

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Michiel, thank you very much, not it works :) However, I've noted that if you use your "Whitelisting queues" procedure and you set a "Content" value which is different from the "Key" value (to show a text different than the real queue name in the customers' interface) in CustomerPanelOwnSelection under Ticket -> Frontend::Customer::Ticket::ViewNew , you must as well use the value of that same value as the "queue name" in the "Action" instead of the real queue name to make it work. Maybe you could add a note to this in the wiki ;) Many thanks again! 2010/3/15 Michiel Beijen

Claudio,

I'm sorry, I messed around with the formatting of the URL on the wiki page. Also somebody added the missing parameter StoreNew to the wiki page, thanks for that!

So this is the actual text snippet:

"Setting a default queue"

You can set a default queue by change the SysConfig Option "Action" in Frontend::Customer::ModuleRegistration below "Ticket"-Group to something like: Action=CustomerTicketMessage;Subaction=StoreNew;Dest=1||Postmaster where 1 is the Queue ID and Postmaster is the queue name.

see http://wiki.otrs-forum.de/index.php?title=Queues_in_Customer_Front_End

((enjoy)) - Michiel Beijen R&D

Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany

T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

On Fri, Mar 12, 2010 at 7:29 PM, Claudio Tassini wrote:

...

Hi Michiel, I've used the "Whitelisting Queue" method you described in the wiki to achieve what I needed, but I still have the "problem" that the customer needs to select the queue from the drop-down menu when creating a new ticket... which in my case is quite because I have only one queue in the list. So I tried to follow the procedure under "Setting a Default Queue" in your page but it doesn't seem to work... maybe because I have the CustomerPanelOwnSelection option enabled. In the "Ticket" group, under Frontend::Customer::ModuleRegistration , I've set the Link option of CustomerFrontend::Module###CustomerTicketMessage to this: Action=CustomerTicketMessage?Dest=2||PrimoLivello where "2" is the queue id (taken from the DB) and "PrimoLivello" is its name. I get this error when i click on "New Ticket" from the customer interface: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Mar 12 19:20:16 2010

Message: Module Kernel/Modules/CustomerTicketMessageDest2PrimoLivello.pm not found!

Traceback (14639): Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 185 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.42) Line: 48 Any idea? 2010/3/12 Claudio Tassini

...

Thank you very much that was exactly what I needed... I wasn't able to find that in previous posts :/

2010/3/12 Michiel Beijen

...

Hi Claudio,

We had a similar topic on the list just recently. I've used this to compile a page with some hints here:

http://wiki.otrs-forum.de/index.php?title=Queues_in_Customer_Front_End

Hope it helps!

((enjoy)) - Michiel Beijen R&D

Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany

T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

On Fri, Mar 12, 2010 at 4:57 PM, Claudio Tassini wrote:

...

Hi all, I'm trying to deploy OTRS in my environment and to configure it to suite my company's needs. I want customers to login in the web interface and create tickets that should _always_ go in a "default" queue, the same for

all

...

...

...

customers. They should not have access to any other queue I configure. Once the ticket is in the system, my first level support should be able to move it in the appropriate queue, I would need several of them, each one linked to a dedicated group. This is OK so far, I managed to do this using CustomerGroupSupport . The problem is that now the customers logged in the web interface can't even see the status of the ticket in the new queue, nor can they reply to notes placed by the agent, while I want customers to be able to follow the entire lifecycle of the ticket through any queue. Can I simply give customers the ability to read and reply to tickets in any queue, but prevent them to create/move tickets in any queue other than the "raw" one? Thank you in advance -- Claudio Tassini

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-- Claudio Tassini

-- Claudio Tassini

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