Hide Queue

[MaiKeLNai]

Hi guys,

I´d like to know if it is possible to hide some queues to the customers when they are going to open a ticket. They can chose all the queues that are created in my otrs gui.

If I can hide them, can I move a ticket to another queue that is hide to the customer?

Regards and thanks,

[schulmann]

I´d like to know if it is possible to hide some queues to the customers when they are going to open a ticket.

That is what ACLs are for.

If I can hide them, can I move a ticket to another queue that is hide to the customer?

Yes, Customer ACLs don't affect the agents.

[Giulio Soleni]

more than ACLs I think you should add group support for customers and let customers view only the queues they are allowed to by tailoring their access rights using Customer User <-> Groups mapping.

[MaiKeLNai]

Thanks for your reply,

I couldn´t set the ACL but I could configure the second option and hide the queue to the customer. The problem that I found using the second option is that when I hide the queue to the customer the agent can´t move the ticket to a queue which is hide to the customer.

If a move the ticket to a queue which is hide, the ticket disaper to the customer panel. Is there a way to solve this issue?

I want have a queue to a third party company which I can move or escalete some tickets but the customer doesn´t know this mannagment.

Regards

[Giulio Soleni]

Hi,
from what you say I may argue that there is some misconfiguration on the rights that agents have on accessing the queues, not only customers.

Let us say that you have 2 queues: Q1 and Q2, one customer C1 and two agents: A1 and A2 and you want the following:
- customer C1 can create and reply to tickets in Q1 only
- agent A1 can manage ticket in Q1 and can move ticket in Q2, however he/she may have read-only rights for tickets in Q2
- agent A2 can manage tickets in Q2 and can move ticket (back) in Q1, however he/she have read-only rights for tickets in Q1

Is that your situation (I may only guess )?

If so, given a specific group for Q1 and Q2 (let's say Q1_grp and Q2_grp) you have to configure the agents <-> groups and customers <-> groups matrices the following way:
A1 has rw permission on Q1_grp, ro + 'move into' permission on Q2_grp
A2 has rw permission on Q2_grp, ro + 'move into' permission on Q1_grp
C1 has rw permission on Q1_grp

You may want C1 be allowed to see (and not to reply or interact with) tickets in Q2 also ... if so you have to set ro permission on Q2_grp for C1 ...

So... it's a matter of correct rights assignments.

Hope this helps,
Giulio