Configuring CustomerWeb Queues

[Nicsoft]

Hello,

Note: I am having Swedish language in my installation, so if I am refering to some field in my post I translate it directly to English, may be that the actual word is different in the English version, just to be aware of when you read this.

I am trying to configure the Customer Web so all new tickets created by a user is ending up in the same queue. At the same time, I don't want the user to choose the queue, there should be a default defined. At the end I would also like to remove the field "To" in the New Ticket Form. Byt first thing first...

I have a setup that supports multi-company. This configuration is working and when the user is posting a new Ticket it will end up in a queue I have created for that user's company.

This is what I have done so far:

1. I have managed to remove all visible queues in the New Ticket Form by following the instructions here: "Blacklisting queues" @ http://wiki.otrs.org/index.php?title=Qu ... _Front_End

My code I entered into Config.pm:

Code: Select all

  $Self->{TicketAcl}->{'ACL-Customer-Queues'} = {
	Properties => {Frontend => {Action => ['CustomerTicketMessage'] }},
	PossibleNot => { Ticket => { Queue => [
	    '[RegExp]::',               # this hides all sub-queues
	    '[RegExp]^Stockholms Stad',    #this hides just one queue#
	   # '[RegExp]^MyLastQueue',#
	    ] }  # and just hide one more queue... 
	}
    };

Now, the queue (or "To") list is empty.

Now when entering a new ticket, I get "* Not valid" - message next to the "To" field when trying to submit the case. I thought that had to do with that the user cannot choose any receiver combined with that there is no default defined. Hence, I tried to define a default value, going to step 2...

2. When trying to define a default I also followed the instructions here: " Setting a default queue " @ http://wiki.otrs.org/index.php?title=Qu ... _Front_End

This is how I did: Going to SysConfig in the admin-area. Searching for "CustomerTicketMessage" and choosing "Frontend::Customer::ModuleRegistration" from the result list. Scrolling down to "CustomerFrontend::Module###CustomerTicketMessage" and changing "Action" to "Action=CustomerTicketMessage;Subaction=StoreNew;Dest=9||Stockholms Stad::Stockholms Stad Service Desk"

When getting the data about the queue directly from the database, this is the info about the queue:

Code: Select all

mysql> select id, name from queue where id=9;
+----+-----------------------------------------------+
| id | name                                          |
+----+-----------------------------------------------+
|  9 | Stockholms Stad::Stockholms Stad Service Desk |
+----+-----------------------------------------------+
1 row in set (0.00 sec)

BUT...still having the same problem with "* Not valid" message appearing next to the "To" field.

Something I noted as well is that once I have chosen "Type", the drop-down list "Services" is also emptied, which it shouldn't be. It's being emptied after the "Type" has been chosen.

I have been dealing with this for hours and feel I am as stuck as I can be now.

Any advice would be highly appreciated, and if I can get a quite speedy answer I would be even happier.

Thanks in advance!

/Niklas

[Nicsoft]

I'm new here, perhaps I should have posted this under configuration...? Please help to move this post if that's the case.

Thanks!

/Niklas

[ivit]

According to OTRS logic (mentioned also by some experienced OTRS people on forum), it is not up to customer to choose to which Queue he/she should put the ticket.
However, I had the same criteria (to allow customer to choose the Queue), so I solved it by using Customer groups. But, pay attention that you should create separate groups (different from default users) to handle access to the customer Queues. In new groups, allow customer to have RO access to be able to access readonly to his/her tickets, or RW if you want to allow him/her to create tickets in the queue.
Pay attention, that customer will not be able to see his own tickets if the ticket is the queue which he/she does not have RO/RW premission.

[crythias]

ivit: I think it is available to the Customer to choose the Queue, but not the Agent. Customer Groups can be used to restrict the Queues available to a Customer

[Nicsoft]

Thanks for your answers.

I have managed to define what queues should be available for the user, based on the group he/she belongs to, no problem. I can also define the default queue that is presented to the user. I didn't need to edit the Config.pm script as I mentioned above. Just make sure there is only one queue, and not any subqueues, associated to the customer's group. Then make that queue the default queue. The "Not valid"-error occures because there is no value selected in the "To"-field, which wasn't possible since I did hide all queues. Conclusion is that the purpose of the scripting mentioned above is only for configuring what queues are available to present, not used for hiding the possibility to choose any queue for the customer.

The best thing is if the user shouldn't even see the "To" field and that the ticket is automatically posted to a predefined queue for the group the user customer belongs to. How can I achieve that?

The second best would be to have the "To" field presented with default value as mentioned above, but the '-' shouldn't be in the list, if possible?

For all above I am only thinking about the customer web.

[Nicsoft]

I think this should be under the "Development" so I created a new post for this one: http://forums.otrs.org/viewtopic.php?f=64&t=5692

Also, it's updated based on my recent progress.

/N