Hello everybody! We've been using OTRS as our service desk tool for about 6 months and we're very happy with it. Today, when a customer logs on to OTRS and creates a new ticket he is able to choose the destination queue and set type and priority for this new ticket. What we would like to do was to hide the queue list from customers and make OTRS send all the tickets to a default queue, with default type and priority, so we would have an agent working on this queue classifying the tickets and moving them to the apropriated queue and with the correct priority. How could we do this? Anyone has made it already? Any help will be very appreciated! Regards, Fernando Della Torre
Hi Fernando, my 1c proposal: why not consider to create a webform that sends an email to otrs box adding at the email some X-OTRS-* tag in it or just give an email address to customer and using normal postmaster filter or generic agent ? MV On Mon, Sep 28, 2009 at 4:20 PM, Fernando Della Torre < fdts@santelisavale.com.br> wrote:
Hello everybody!
We've been using OTRS as our service desk tool for about 6 months and we're very happy with it.
Today, when a customer logs on to OTRS and creates a new ticket he is able to choose the destination queue and set type and priority for this new ticket.
What we would like to do was to hide the queue list from customers and make OTRS send all the tickets to a default queue, with default type and priority, so we would have an agent working on this queue classifying the tickets and moving them to the apropriated queue and with the correct priority.
How could we do this? Anyone has made it already?
Any help will be very appreciated!
Regards,
Fernando Della Torre
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Hi Fernando, That's what we have as well. We did it in this way. 1. Set up groups for your clients. We call them "Client A", "Client B", etc. 2. Setup Customer Users <-> Groups and link the customer users to the groups created in 1 3. Create a queue for the client and set the group to the group created in 1 4. Set the group of the other queues to something else then the group created in 1 Done. I've found it very helpful to take a piece of paper and create a quick picture of what clients, groups and queues I wanted to have. With that in hand, it was very easy to map it out in OTRS. Maybe it helps for you as well. -- cheers, arthur
Hey there,
You can set a default queue for your customers very easy.
Ticket -> Frontend::Customer::Ticket::ViewNew::CustomerPanelOwnSelection:
There you can yust type in your "Raw" queue and the name under which the
customer will see it.
Mit freundlichen Grüßen / Kind regards
Markus Moj
IT Infrastructure & Services
TimoCom Soft- und Hardware GmbH
In der Steele 2
D-40599 Düsseldorf
Tel: +49 211 88 26 80 14
Fax: +49 211 88 26 70 14
eMail: MMoj@TimoCom.com
www.TimoCom.com
Geschäftsführer: Jens Thiermann, Gunther Matzaitis
Amtsgericht Düsseldorf, HRB 34489
From: "Fernando Della Torre"
participants (4)
-
Arthur de Pauw -
Fernando Della Torre -
Marco Vannini -
MMoj＠timocom.com