Company Tickets for Specific Group

[bhargavchs]

Hi,

I Successfully Installed & Configured OTRS in our environment.., And Able to Use Company Ticket Option. Group and Group ro is not working for company tickets - How to make it work ?

My Plan is to give Company tickets permission to specific group.., Other group people shouldnt see the option of Company tickets (button) in their Customer.pl page.

Is it possible to create Mulitple Company tickets to Different groups ( such that i can assign a company tickets1 to group1 & company tickets 2 to Group2 and so on .., ) And all the company tickets Buttons should be invisible to all group/users..,

FYI: I Already gone thru the viewtopic.php?f=60&t=7531 ., but i understood how to configure Company tickets..,

In my case what happening is .., Normal Users also able to use company tickets and raising tickets.., This obstructing the work of managers.

Please help me out from this.

Thanks in advance.

[yuri0001]

If you want to see only customer ticket without Company Tickets:
In Admin-->Ticket-->Frontend::Customer::ModuleRegistration - delete group CompanyTickets in parameter
CustomerFrontend::Module###CustomerTicketOverView - to do this - click "-" under it. Save.
Refresh screen in customer interface. Now your customers not see CompanyTicket item in menu.

[bhargavchs]

Hi yuri,

Initially thanks for your Reply.

That will disable Company Tickets to all Users..,

But i want to hide or disable Company tickets button to Group of users (normal users) & Enable the same company tickets option to other group ( managers ).

Please do suggest me on this.

Thanks in advance.

Bhargav

[yuri0001]

Try, instead of deleting this group, configure (add group name you need) in group chapter of this parameter Menu==>Group-->"+"add group name you need(TicketManagerGroup)

[nickyls]

hi! Is it possible to disable company ticket tab from customer panel?

[yuri0001]

See my answer from 21 feb upwards

[nickyls]

but yuri i got the following error.
Error Message: Module Kernel::Modules::CustomerTicketOverView not registered in Kernel/Config.pm[..]


Error Details
Backend ERROR: OTRS-CGI-1 Perl: 5.10.1 OS: linux Time: Fri Mar 16 22:09:11 2012 Message: Module Kernel::Modules::CustomerTicketOverView not registered in Kernel/Config.pm! Traceback (860): Module: Kernel::System::Web::InterfaceCustomer::Run (v1.56.2.5) Line: 847 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.43.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.43.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.43.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

Please contact your administrator.
...




please help me toresolve this issue?

[yuri0001]

Restore your configuration file (if backup was done) and try again carefully and accurately.
In Admin menu-->Ticket-->Frontend::Customer::ModuleRegistration - delete group CompanyTickets in parameter
CustomerFrontend::Module###CustomerTicketOverView - to do this - click "-" button under it. Save.
No one complained.

[sophea]

Dear All,

In a company, there are many groups/departments across. Once a user raise a ticket, he want to add his team member or manager in loop or access to his ticket to be followup when his is on vacation or holiday.

Currently, I am using OTRS 6.x.x. and my question as the following:
1 - How can I add CC (copy mail) in the customer interface?
2 - How can i create a group for customer and allow group members access to the ticket in group.
3 - Is it possible to change customer ticket owner?

Your kindly support would be appreciated.

Best Regards,
Sophea