[SOLVED] Disable notification in customer portal

[aph]

How can I prevent that a customer is informed via customer portal when a phone ticket is opened.

We provide different solutions such as CRM, AD etc. to our customers. I can imagine cases where we realize there is a problem with one of the applications used by a customer. I would like the customer not be informed/bothered about this problem. But I'd like to be able to associate the problem with the customer (for reporting etc.) by opening a ticket to record the actions taken to resolve this problem.

To be very clear, I do not want to simply disable the automatic email notification (which is not configured in the first place). For example:
I created a new phone ticket via the web interface:

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The information that a ticket was created is visible in the customer portal, when the customer logs in. I don't want the customer to know that a ticket was opened for an issue that occurred in the application he is using, yet be able to link the problem to this customer / his or her location.

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How can I achieve this?

The following link shows the original topic. I opened a new one as per the request of the moderator

viewtopic.php?f=62&t=25934

The solution to put the ticket in a different queue of which the customer is not member doesn't seem to work. The customer is still able to see the phone ticket.

[crythias]

That was answered in that thread.

[aph]

If you are referring to the solution that the ticket should be moved to another queue, of which the customer is not a memeber, it does not work.

[jojo]

it will work (technically)

[crythias]

The customer will not see tickets in queues that the customer does not have access to (by group membership). This requires Customer Group Support to be enabled and the queue to not be in (at least) the users group.

[aph]

It works after activating the customer group function.
Thanks a lot.