Thanks Leonardo....but is it like the customer can sent mail only to Queue and not to a particular agent..??...so does it mean that customer always sends to a particular queue and the admin configures such that the queue is accessible to the needed agents by grouping them to form a new group.(Using Queue Management module) On Wed, Apr 28, 2010 at 10:20 AM, Leonardo Certuche < leonardo.certuche@itconsultores.com.co> wrote:

Hi there,

If you want customers to place tickets on a given queue, that customer should have permissions under the group that queue belongs to, so please go to /otrs/index.pl?Action=AdminCustomerUserGroup and give permissions accordingly.

Cheers,

Leonardo Certuche www.itconsultores.com.co

On 27 April 2010 23:16, An Me wrote:

...

Hi All,

I installed otrs in my system (Ubuntu) and after loggin in as adimn i made new queues.But later as I login as customer from the customer web interface,and try to make a new ticket, in the "To" drop down only the default queues (Junk,Raw..) are listed...and not the new queues.

What can be the problem..please help.

Regards, An

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Hi, On 28.04.2010, at 07:18, Leonardo Certuche wrote:

If you want customers to place tickets on a given queue, that customer should have permissions under the group that queue belongs to, so please go to /otrs/index.pl?Action=AdminCustomerUserGroup and give permissions accordingly.

Without this configuratin customers should have access to all queues ... so this is not the solution ... An, is there an error in the OTRS log file? Can you select the Queues in the Agent Interface, e.g. in the Phone-Ticket view? btw. I changed the subject :-) Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project