Mix funcionality of Customer Inteface and Agent Interface
Hi, I'd like to use one command of Agent Interface in the Customer Interface. What I'd like to make is allow a Customer to manage a ticket. So what I need is to allow a costumer to have access to TicketQueue or manage a ticket acting as an Agent. Is there anyone who can help me? Thanks
Hi Riccardo,
A customer is able to do something on his tickets via customer
console. He is able at least to close, postpendig and changing
priority... If you are looking to anything else give Customer an Agent
account
On Thu, Apr 9, 2009 at 1:01 PM, Riccardo
Hi, I'd like to use one command of Agent Interface in the Customer Interface. What I'd like to make is allow a Customer to manage a ticket. So what I need is to allow a costumer to have access to TicketQueue or manage a ticket acting as an Agent. Is there anyone who can help me? Thanks
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Marco Vannini ha scritto:
Hi Riccardo,
Hi, thanks for reply
A customer is able to do something on his tickets via customer console. He is able at least to close, postpendig and changing priority... If you are looking to anything else give Customer an Agent account
Yes, I thought about this solution. My problem is that I'd like to have for the Agent Interface the same features that I have for the Customer. For example I don't understand why an agent can create a simple ticket instead of a phone-ticket or an email-ticket. At first I meant that Agent and Customer as Superuser and user. If Agent can perform operation A,B,C, customer, for example, can perform only C. But in this case customer can perform opertation C and D. Is there any way to integrate NewTicket funciont in Agent inteface??? Thanks
I know that there is a
Ticket::AgentCanBeCustomer:
Can an agent also be a customer via the agent interface?
(Default: No)
in sysconfig but i never tryied out...
On Thu, Apr 9, 2009 at 11:33 PM, Riccardo
Marco Vannini ha scritto:
Hi Riccardo,
Hi, thanks for reply
A customer is able to do something on his tickets via customer console. He is able at least to close, postpendig and changing priority... If you are looking to anything else give Customer an Agent account
Yes, I thought about this solution. My problem is that I'd like to have for the Agent Interface the same features that I have for the Customer. For example I don't understand why an agent can create a simple ticket instead of a phone-ticket or an email-ticket. At first I meant that Agent and Customer as Superuser and user. If Agent can perform operation A,B,C, customer, for example, can perform only C. But in this case customer can perform opertation C and D. Is there any way to integrate NewTicket funciont in Agent inteface???
Thanks
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Marco Vannini ha scritto:
I know that there is a
Ticket::AgentCanBeCustomer: Can an agent also be a customer via the agent interface? (Default: No)
in sysconfig but i never tryied out...
I found someone who had tried this solution but It's not what it seems. Here it is what I found: http://www.mail-archive.com/otrs@otrs.org/msg01935.html Another solutions for my problem is let a Customer become owner of a ticket. That should resolve. Anyone know if is it possible for a customer become ticket's owner??? By default olny Agent are ticket's owner. Thanks for help
participants (2)
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Marco Vannini -
Riccardo