No queues visible in customer portal

[aph]

I have classified OTRS users into two roles - customers and agents. Customers have access to create tickets in a queue and add a note to it. Agents have more rights to the same queue and have their own queues, which are invisible to customers.

However, when a customer logs into the customer portal, he/she sees no queue to which the ticket can be sent in the new ticket screen.

How can I resolve the problem?

[aph]

I realised that customers need to be given rw acess to the relevant group to be able to see its queues in new ticket interface.

However, is there a way to automatically assign groups to customer users? By that I don't mean the default group for customer users, but for example customer 1 should be able to send tickets to queues of group1 and customer 2 should be able to send tickets to queues of group 2 and group 3.

Thanks

[wurzel]

Hi,

I have classified OTRS users into two roles - customers and agents. Customers have access to create tickets in a queue and add a note to it. Agents have more rights to the same queue and have their own queues, which are invisible to customers.

However, when a customer logs into the customer portal, he/she sees no queue to which the ticket can be sent in the new ticket screen.

How can I resolve the problem?

Customers should log in on customer.pl
agents on index.pl

Customer acting as Agents should log in on index.pl then they are agents.
Customers acting Customers should log in on customer.pl then they are customers.

This is standard configuration and your customer can see all his tickets. You should disable CustomerGroups.

Works fine.

Florian

[aph]

Thanks wurzel.

I think I solved the problem regarding visibility of queues by giving rw access to customer users to relevant groups (and therby to their queues).

However, I was wondering whether there is a way to automatically assign such access. Allowing access for each customer user manually would be tedious and error prone.

My customers are in AD and the queues to which they may send tickets to depends on their AD group membership. For example customer users in AD group A may only send tickets to Queue A (i.e.they should only see Queue A in drop down list on new ticket mask in the customer portal). Customer users in AD group B should be able to send tickets to queues B1 and B2 (i.e. they see both Queue B1 and B2 in drop down list on new ticket mask in the customer portal).

In case of agents I have mapped AD groups to OTRS roles and allowed roles access to certain groups thereby to their queues. I was thinking of doing something similar for customers. In that scenario customers would be members of multiple OTRS groups, each group having its queues. In the example mentioned above customer users from AD group A would be mapped to OTRS group A and have access to Queue A. Customer users who are members of AD group B would be members of OTRS group B and have access to Queues B1 and B2.

Is there a way to realize this in OTRS?

[crythias]

hence the problem of don't use customer based queues. However, if they are department based, you can use ACLs to hide Queues based upon CustomerID.