Hi,
I have two issues with OTRS:
1. We created customer portal, customer can log in, everything works great. Customer can create tickets, reply to them, but when agent reply for customer ticket customer get reply only by e-mail, it does not appear in his portal. Is there any option to show agent reply in customer portal?
2. I have standard 5 level priority. I'd like to allow access to customer only to 3 of them (1,3,5 or 3-5), is there any option to limit it?
Thanks in advance for help.
customer access to reply messages, priority limits
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reneeb
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Re: customer access to reply messages, priority limits
1.) What's the article type of the "reply"? If it is an internal type (e.g. note-internal, email-internal, ...) the customer isn't allowed to see it. It has to be one of the non-internal (e.g. note-external, email-external, phone, ...).
2.) Check the documentation for ACLs.
2.) Check the documentation for ACLs.
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Re: customer access to reply messages, priority limits
1. Article type is e-mail-internal, from agent view I only can choose: e-mail-internal or external. When agent add note - customer see it without issue.
2. Already checked this, but couldn't find appropriate configuration.
2. Already checked this, but couldn't find appropriate configuration.
Re: customer access to reply messages, priority limits
1. Partialy i find that when i use Article type: email-external, it works like suggested, client get answer by e-mail, and by customer portal. Is there any option to set customer article type default to e-mail-external?