Set default queue

[mmendoza]

Is there any way to set up a default queue to an specifyc backend source?

The scenario is like this,

We have set many LDAP backends and we need tickets to go to an specific queue,

AD1 --> Queue 1.
AD2 --> Queue 2.
AD3 --> Queue 3.

The agents are the same for all queues, but the customers don't. I need customers from AD1 only see Tickets from Queue 1, customers from AD2 only see Queue 2, and so..

Is there a valid way to do this?

Thanks in advance.

Marcelo.

[crythias]

no. ACL or postmaster filter on what is visible.

[mmendoza]

Ok, and what about making a filter by the coments of the customers, for ex.

Customers of AD1 have a Finances as comment,
Customers of AD2 have Comercial as comment,

Making an ACL of that is viable?

Could something like this work?

Code: Select all

$Self->{TicketAcl}->{'200-ACL-Filtering'} = {
       Properties => {
                CustomerUser => {
                         UserComment => 'Finances',
                        ],
                },
        },
        Possible => {
                Ticket => {
                        Queue => 'Queue1',
                },
        },
};

I've also try this

Code: Select all

$Self->{TicketAcl}->{'200-ACL-Filtering'} = {
       Properties => {
                CustomerUser = {
                        Group_rw => [
                                'AD1',
                        ],
                },
        },
        Possible => {
                Ticket => {
                        Queue => 'Queue1',
                },
        },
};

[crythias]

no ACL on comments. If you must, use Customer Group Support.

[mmendoza]

I have already tried that, I have already added a customer to a group, but i don't know how to filter by that group. If a create a ticket from customers web page it's ok, the tickets were created in the customer selected queue, but if i send an email from the customers email the ticket was created on the POP3 email queue selected.