Disable ticket search in customer portal

[LightBulb]

We use OTRS mainly to track requests from customers. However we also use OTRS to track internal requests which may be related to customers. To handle these internal requests we set the "customer user" to an internal user and enter the customer code in the "customer id" field. This way we can report on both external and internal request for a given customer. This all works well.
Since we do not want the internal requests to show in the customer portal we already disabled the "company ticket" option in the customer portal. However through the "Ticket Search" option the customer is still able to view the internal requests related to the customer company. Is there a way to ensure the customers can never view these internal requests? For instance can we hide/disable the ticket search option? There may also be another (better) process of associating internal requests to a particular company. If so please let me know.

Thanks in Advance!
Maurice

[crythias]

Tickets belonging to a queue that is of a group that the customer doesn't belong to should not show up for a customer.

If customer group support is enabled, and the internal customers are given a group (and therefore queues) that they belong to, they should not show up in a search by customers who don't belong to that group.

[LightBulb]

Thx for the suggestion,

We currently have different queues (one for each department). All customers have read access to all groups. This to ensure tickets can always be tracked by the customers via the portal. If I'm not mistaken your suggestion would requires setting up additional queues for the "internal" tickets, in our case one for each department. The agent would then have to remember to move the internal tickets to the queues which customers do not have access to. Isn't there an easier and less complex solution. Can't we just disable the customer search or better just have customer only see there personal tickets?

[crythias]

Sure, you can remove the search from the template.

[diginin]

Thx for the suggestion,

We currently have different queues (one for each department). All customers have read access to all groups. This to ensure tickets can always be tracked by the customers via the portal. If I'm not mistaken your suggestion would requires setting up additional queues for the "internal" tickets, in our case one for each department. The agent would then have to remember to move the internal tickets to the queues which customers do not have access to. Isn't there an easier and less complex solution. Can't we just disable the customer search or better just have customer only see there personal tickets?

You can use customer group management to assign each customer a default group where they can only read and respond to tickets in queues with these groups. This is normal. Removing search is bad!

[LightBulb]

Yes, I also do not like to remove the search option from the customer portal. However I also do not want to create additional queues. Creating additional queues for each department just to ensure "internal" tickets (which are associated with the customer/company id) can be hidden from the customers is overly complex. Is it possible to hide tickets from the customer portal based on a property of the ticket? For instance all tickets for which the customer is set to the e-mail address of one of our agents should be hidden from the customer portal.

Thanks to all for your comments/suggestions!

[crythias]

For instance all tickets for which the customer is set to the e-mail address of one of our agents should be hidden from the customer portal.

As it should be, as long as the customerID isn't of a customer (which it shouldn't be).

[LightBulb]

I have created a customization that ensures "internal tickets which are customer related" i.e. tickets with a CustomerUserID (Customer User) set to the e-mail address of an agent and the CustomerID (Company) to the name of one of our customers.

In addition I have created an additional field in the customer_user table called "customercompanysupport" and made this field available in the OTRS interface. I made this field a simple VARCHAR(10) columns. A value of "Yes" means CompanyTickets are enabled, "No" means disabled.

Via a simple code customization you can now disable the Company Ticket functionality for selected customer users.

Insert the following code in the Kernel\System\Ticket.pm file. To find the insert location search for "if (@CustomerIDs", and replace this line with the following code. Do not forget to replace the strings OURCOMPANYNAME and OURCOMPANYDOMAIN.COM with the Customer Code and mail domain of your company agents.

# read customer user data
my %CustomerData;
if ( $Param{CustomerUserID} ) {
%CustomerData = $Self->{CustomerUserObject}->CustomerUserDataGet(
User => $Param{CustomerUserID},
);
}

# If user is external then hide tickets which have the user set to the e-mail address of one of our agents

if (!($CustomerData{UserCustomerID} =~/OURCOMPANYNAME$/i)) {
# external user
$SQLExt .= " st.customer_user_id not like '%OURCOMPANYDOMAIN.COM%' and ";


if (@CustomerIDs && ($CustomerData{CustomerCompanySupport} =~/YES$/i)) {

[gambit23]

Sure, you can remove the search from the template.

How it is possible ?? i need this because is a Company rule.... :-S

Thanks !

[Sayannara]

http://jeffeske.com/blog/otrs-remove-co ... er-portal/