[CLOSED] Show customer emails depending on queue

[rafaqf]

Hi all,

Which is the best way to show in the To: field (which has AutoComplete) only the customers email depending on the selected queue when creating a new ticket for Agents? ACL's or modifying the dtls?

We have different customer groups, and every group is linked to one queue. What I'd like to achieve is that depending on the selected queue in a new ticket, only the customer emails into this queue<->group are shown in the To: field according to the written letters.

Is that possible? if yes (I guess yes), which is the best way?

Thank you very much in advance,

Rafa

[rafaqf]

Is there any way to modify the AutoComplete function? Anyone knows?

[crythias]

We have different customer groups, and every group is linked to one queue

Don't use customer based queues. Use agent based queues.

[rafaqf]

We have different customer groups, and every group is linked to one queue

Don't use customer based queues. Use agent based queues.

I don't understand what you mean.

In my queue custom1 there are 4 customers, I want that when you select this queue in a new ticket, you can only choose one of those 4 customers in the to: field. Is that solved with an agent based queue?

Thanks for your answer.

[crythias]

In my queue custom1 there are 4 customers, I want that when you select this queue in a new ticket, you can only choose one of those 4 customers in the to: field. Is that solved with an agent based queue?

How are customers relevant to a queue? (In your case). Is a queue location based?

Queue: AreaA
Customers: 1,2,3,4

I'll have to think on this. Either separate otrs for this purpose or some additional coding...

Would it be solved with agent based queue? Maybe, but you have to determine whether it makes sense. If you absolutely need to say only these customers are going to be handled by this queue, it's likely to require some development.

[rafaqf]

In my queue custom1 there are 4 customers, I want that when you select this queue in a new ticket, you can only choose one of those 4 customers in the to: field. Is that solved with an agent based queue?

How are customers relevant to a queue? (In your case). Is a queue location based?

Queue: AreaA
Customers: 1,2,3,4

I'll have to think on this. Either separate otrs for this purpose or some additional coding...

Would it be solved with agent based queue? Maybe, but you have to determine whether it makes sense. If you absolutely need to say only these customers are going to be handled by this queue, it's likely to require some development.

Yes, it's better when each group of customers can have his own queue, it's a requirement for us.

So where and what have I to develop code?

Thank you very much crythias

[crythias]

You should ask for professional support. As much as I can help with config changes and usually simple things, your needs exceed the scope I have time to provide for free, and the scope of what OTRS provides in the current package out of the box.

You have two currently outstanding show stoppers that absolutely are not part of what OTRS provides, and neither of them are simple configuration changes to achieve. Read the Support Master Post and start understanding what the code is and does. Read the API. contact enjoy@otrs.org http://otrs.org/support/

[rafaqf]

You should ask for professional support. As much as I can help with config changes and usually simple things, your needs exceed the scope I have time to provide for free, and the scope of what OTRS provides in the current package out of the box.

You have two currently outstanding show stoppers that absolutely are not part of what OTRS provides, and neither of them are simple configuration changes to achieve. Read the Support Master Post and start understanding what the code is and does. Read the API. contact enjoy@otrs.org http://otrs.org/support/

Ok, thank you very much, I close this thread.