<Solved> Disable Reply on Customer Portal

[raypadilla]

I'd like to disable the reply feature of the customer portal for certain customers anyway to do that?

[raypadilla]

Maybe this will be easier, I want certain customers to only see the open tickets, they should not be able to reply, change modify etc.....

[crythias]

You don't want the customers who submit tickets to be able to do anything with them?

[raypadilla]

Maybe this will be easier, I want certain customers to only see the open tickets, they should not be able to reply, change modify etc.....

[raypadilla]

Basically I want them to see the tickets that's it. The tickets are created from emails our "client" wants to see the tickets have been created but our agents work on them. We just want to give them access to VIEW the tickets.

[crythias]

let me ask a different question.
Are you looking for this customer to be able to see all the tickets in your system, all the tickets the customer submits, or all the tickets the customer's company submits?

I know what you said, but the answer to the above question can change how to respond to your request.

For instance: If you want to let a customer see all your tickets, you might consider making him a read-only "agent", though he'll also get to see all the internal notes for tickets. You can restrict what tickets he sees by group membership, and what he does by permissions. However, if other companies are members of the same group, the read-only agent (log into index.pl) can see those tickets, too.

If a customer can only submit tickets and not be able to update his own tickets, ("I have new information to tell you") or close his own tickets, I'm not entirely certain, but it could be possible to use an ACL to do that. On another note, you may want to create your own front end that merely lists tickets.

If a customer can submit tickets and modify his own tickets, but wants to view-only other tickets in his company, I think that can be arranged.

I don't know what you'd want to do about responses to existing tickets via email, though.

[raypadilla]

The customer can only see tickets submitted by his company. I've created a filter that allows those emails we rec to end up in the customers view, but in the customer portal they can reply to these tickets I want the customer to be able to ONLY see the tickets I send to that box.

[raypadilla]

I think the best way to explain this would be that we have a 3 tier support system.
Agent - Our agents that work with tickets created on OTRS via emails from Clients customers
Client - We work for our clients (They just need to see the tickets) created by their customers
Customer - They submit the emails that create the tickets, they DO NOT have access to either the front or back end of OTRS.

Our Client is just interested in seeing that tickets are being created and being worked on, they have no concern on working on the tickets, but we want to make sure that they don't "accidentally" reply to any customers.

Hope this helps.

[crythias]

If I understand you correctly, the scenario you desire would be to have "Client" (the observer) have read-only access to "Company Tickets" (defined by "customers" with the same "customer_id") logging into customer.pl.

[raypadilla]

You understand correctly. It would be nice to have the same abiltity with customers as with agents, where I can just give then RO rights.

[raypadilla]

Once I figured out the adding of Customers to Groups and allowing for RO the reply button disappeared from the Tickets. Steps I took:

1. Created group
2. Enabled CustomerGroupAlwaysGroups on Edit Config Settings in Framework -> Frontend::Customer
3. Added Customer to Group
4. Selected RO for that Customer

Now I just have to figure out how to Remove the NEW Ticket Link and I'm set!!!