Hi, you should create a group for developpers (devel) , then create a queue (devel-queue) with devel as group. Only users from the group devel with ro or rw rights (look in users<->group to set them ) will have access to that queue ... simple. MaNU kannan v a écrit:

Hi Mark,

The need for hiding some queues from the customer is like this ; I have a queue that is used only by the developers ( say, Developer queue ) for submitting release plans . Another queue is there for the end users ( say Support queue ) All the developers are given admin privileges and they user the phone view to enter a new request to the Developer queue. So my need is to hide this Developer queue from the end user community. can you suggest any any ideas ?

regards,

Kannan.

"Grimes, David" wrote:

I have been curious about the same thing. I want to have a default queue that everything comes into which would then be delegated out to the appropriate queue by the helpdesk lead. I have accomplished this by creating sub-queues. So for instance I have a generic queue called helpdesk and as sub-queues I have created network systems and phone. Maybe you can try doing it that way. One note, I do still show two queues in the To: list the Postmaster queue is showing up and I'm not convinced deleting it from the queue list is such a good idea. Would it break something to do so? I'm Kannan the less options presented to a user the more simple it is for them.

Regards DG

-----Original Message----- From: Mark Mertel [mailto:mmertel@olympus.net] Sent: Thursday, December 25, 2003 11:06 PM To: User questions and "discussions about OTRS. Subject: Re: [otrs] Re: Deleting Users, Queue , System Address

Kannan,

there's always a way - and if not, there's probably a hack. What criteria are you planning on using to filter the queues ? I mean, why display some and not others, and if they don't display, why even have them ? You could probably us the 'valid' strategy here as well, couldn't you ?

On Fri, 2003-12-26 at 02:59, kannan v wrote: > Hi, > Thanks all. It will be very helpful if there is a provisioin for > deleting the obects > from the database in an enterprise scenario with a large no of users.. > For now , i will use the "valid" field to serve my purpose. > > Can any one answer my second problem . ( Listed Below ) > > >Also it will be very helpful if some one can tell me about how > > to restrict the queues ( OR emai id's ) that gets listed in the To > field of >the Customer Message in terface that is used to create New > Ticket. > > ( That is , I don't want to display all the queues OR system emai > ids > > in the New Ticket Creation Page because this causes confusion in the > > customer users ). > > > Thankin you, > > Kannan. > > > > > > Mark Mertel wrote: > After getting OTRS installed on my laptop, I see that all > should need to do > is mark the user, queue, whatever to invalid, or > invalid-temporarily. So, > don't go mucking around with your database ;>) > > > kannan v writes: > > > Dear All, > > > > I have installed OTRS and slowly getting acquainted with its > nice features. Want to know whether there is a provision for > deleting users, > > ( both customer and Agent ) , Queue and System Address. If > ther e > > is no interface , kindly guide me about the sql's to run on > the DB for the > > removal of the above that will also delete all the > dependencies. > > > > Also it will be very helpful if some one can tell me about > how > > to restrict the queues ( OR emai id's ) that gets listed in > the To field of the Customer Message interface that is used to > create New Ticket. > > ( That is , I don't want to display all the queues OR system > emai ids > > in the New Ticket Creation Page because this causes > confusion in the > > customer users ). > > > > Again, congrats to the developers of OTRS for a really good > product . > > > > Thanking you, > > > > Kannan. > > > > > > > > > > > > > > > > > > Yahoo! India Mat rimony: Find your partner online.Post your > profile. > > > --- > Mark Mertel > mmertel@olympus.net > Phone 206-322-9074 > Cell 206-409-2018 > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > Yahoo! India Matrimony: Find your partner online. Post your profile. > > ______________________________________________________________________ > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > ; => http://www.otrs.de/ _______________________________________________ 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 Support oder Consulting fr Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Hi, kannan v a écrit:

Hi Emmanuel,

I tried it but then also all the valid queus are listed in the To field in the New Ticket creation page for the Customer user regardless of the group and ro rw privileges to that queue.

Sorry, i didn't understand your request ... here is something you can add in your /otrs-location/Kernel/Config.pm to override defaults ... : # CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the # CustomMessage.) $Self->{CustomerPanelOwnSelection} = { # QueueID => String '1' => 'First Queue!', '2' => 'Second Queue!', }; Of course replace # of queues and text with what's in your needs ... it's not as simple as for users, groups and queues but it works ... It could be a great idea to simply read what's in /otrs-location/Kernel/Config/Defaults.pm ... Lots of customization can be configured from there ... the best is to copy "options" from there and past them in your Config.pm file so you don't mess up your distribution files ... Regards MaNU

Thanking You,

with much regards,

Kannan

Emmanuel ESCARABAJAL wrote:

Hi,

you should create a group for developpers (devel) , then create a queue (devel-queue) with devel as group. Only users from the group devel with ro or rw rights (look in users<->group to set them ) will have access to that queue ... simple.

MaNU

kannan v a écrit:

> Hi Mark, > > The need for hiding some queues from the customer is like this ; > I have a queue that is used only by the developers ( say, Developer > queue ) for submitting release plans . Another queue is there for the > end users ( say Support queue ) All the developers are given admin > privileges and they user the phone view to enter a new request to > the Developer queue. So my need is to hide this Developer queue from the > end user community. can you suggest any any ideas ? > > regards, &g t; > Kannan. > > "Grimes, David" wrote: > > I have been curious about the same thing. I want to have a default queue > that everything comes into which would then be delegated out to the > appropriate queue by the helpdesk lead. I have accomplished this by > creating > sub-queues. So for instance I have a generic queue called helpdesk > and as > sub-queues I have created network systems and phone. Maybe you can > try doing > it that way. One note, I do still show two queues in the To: list the > Postmaster queue is showing up and I'm not convinced deleting it > from the > queue list is such a good idea. Would it break something to do so? I'm > Kannan the less options presented to a user the more simple it is > for them. > > > Regards > DG > > -----Original Message----- > From: Mark Mertel [mailto:mmertel@olympus.net] > Sent: Thursday, December 25, 2003 11:06 PM > To: User questions and "discussions about OTRS. > Subject: Re: [otrs] Re: Deleting Users, Queue , System Address > > Kannan, > > there's always a way - and if not, there's probably a hack. What > criteria are you planning on using to filter the queues ? I mean, why > display some and not others, and if they don't display, why even have > them ? You could probably us the 'valid' strategy here as well, couldn't > you ? > > > On Fri, 2003-12-26 at 02:59, kannan v wrote: > > Hi, > > Thanks all. It will be very helpful if there is a provisioin for > > deleting the obects > > from the database in an enterprise scenario with a large no of > users.. > > For now , i will use the "valid" field to serve my purpose. > > > > Can any one answer my second probl em . ( Listed Below ) > > > > >Also it will be very helpful if some one can tell me about how > > > to restrict the queues ( OR emai id's ) that gets listed in the To > > field of >the Customer Message in terface that is used to create New > > Ticket. > > > ( That is , I don't want to display all the queues OR system emai > > ids > > > in the New Ticket Creation Page because this causes confusion > in the > > > customer users ). > > > > > > Thankin you, > > > > Kannan. > > > > > > > > > > > > Mark Mertel wrote: > > After getting OTRS installed on my laptop, I see that all > > should need to do > > is mark the user, queue, whatever to invalid, or > > invalid-temporarily. So, > > don't go mucking around with your database ;>) > > > > > > kannan v writes: > > > > > Dear All, > > > > > > I have installed OTRS and slowly getting acquainted with its > > nice features. Want to know whether there is a provision for > > deleting users, > > > ( both customer and Agent ) , Queue and System Address. If > > ther e > > > is no interface , kindly guide me about the sql's to run on > > the DB for the > > > removal of the above that will also delete all the > > dependencies. > > > > > > Also it will be very helpful if some one can tell me about > > how > > > to restrict the queues ( OR emai id's ) that gets listed in > > the To field of the Customer Message interface that is used to > > create New Ticket. > > > ( That is , I don't want to display all the queues OR system > > emai ids > > > in the New Ticket Creation Page because this causes > > confusion in the > > > customer users ). > > > > > > Again, congrats to the developers of OTRS for a really good > > product . > > > > > > Thanking you, > > > > > > Kannan. > > > > > > > > > > > > > > > > > > > > > > > > > > > Yahoo! India Mat rimony: Find your partner online.Post your > > profile. > > > > > > --- > > Mark Mertel > > mmertel@olympus.net > > Phone 206-322-9074 > > Cell 206-409-2018 > > > > _______________________________________________ > > 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 > > Support oder Consulting für Ihr OTRS System? > > => http://www.otrs.de/ > > Yahoo! India Matrimony: Find your partner online. Post your profile. > > > > > ______________________________________________________________________ > > > > _______________________________________________ > > 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 > > Support oder Consulting für Ihr OTRS System? > > ; => http://www.otrs.de/ > _______________________________________________ > 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 > Support oder Consulting fr Ihr OTRS System?> => http://www.otrs.de/ > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > Yahoo! India Matrimony : Find your partner > online. Post your profile . > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/

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