
Dear All, We use OTRS for our CallCenter and HelpDesk and find it great. Could anyone tell us how it is possible to limit queues access to customers. For example, we have a queue called HelDesk and different sub-queues (Windows, Apple, Security, Mail, etc...) We would like that customers using the OTRS customer interface just have access to the main queue HelpDesk and can't see the sub-queues. Is it possible and how ? Many thanks in advance for any light. Best regards, Philippe Roth - Switzerland

Hello Mr. Roth,
We use OTRS for our CallCenter and HelpDesk and find it great.
Nice to here something like that! :)
Could anyone tell us how it is possible to limit queues access to customers. For example, we have a queue called HelDesk and different sub-queues (Windows, Apple, Security, Mail, etc...) We would like that customers using the OTRS customer interface just have access to the main queue HelpDesk and can't see the sub-queues. Is it possible and how ?
Yes, its possible. You find this part in Kernel/Config/Defaults.pm: # CustomerGroupAlwaysGroups # (if CustomerGroupSupport is true and you don't want to manage # each customer user for this groups, then put the groups # for all customer user in there) $Self->{CustomerGroupAlwaysGroups} = ['users', 'info']; Please copy the part to Kernel/Config.pm and change it to the right group. I hope i can help you, and wish a nice day. with kind regards, Stefan Rother -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
participants (2)
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Philippe Roth
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Stefan Rother