[SOLVED]Customer View "new ticket" link invisible

[adt]

Someone knows here to make "new ticket" link invisible to only specific customers in customerview.


Please help!
Thanks in advance.

[crythias]

Enable CustomerGroup Support.
add "specific customers" to a "Create new tickets" group.
add "Create new tickets group" to CustomerFrontend::Module###CustomerTicketMessage

[adt]

Hi crythias , thanks for your reply !


i need to make "Hardware Ticket" link invisible for some customers. I have attached another perl module named CustomerTicketHardwareMessage.pm with this link not CustomerTicketMessage.pm

i can't probably do that from frontend configuration as you told because for this module i can't find CustomerFrontend::Module###CustomerTicketHardwareMessage in the config unlike i can find CustomerFrontend::Module###CustomerTicketMessage.

please help me!

[crythias]

You could drop a .xml file in Kernel/Config/Files regarding your icon.

What follows is the code from Ticket.xml as if "New Ticket" were only one entry. You think you could make your own version? (Hint: you should make Prio a unique number. Don't overlook that. High is up, low is down on the list) Also, Access Key is optional, but shouldn't be duplicated

Code: Select all

<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
    <ConfigItem Name="CustomerFrontend::Module###CustomerTicketMessage" Required="0" Valid="1">
        <Description Translatable="1">Frontend module registration for the customer interface.</Description>
        <Group>Ticket</Group>
        <SubGroup>Frontend::Customer::ModuleRegistration</SubGroup>
        <Setting>
            <FrontendModuleReg>
                <Description>Create tickets</Description>
                <NavBarName>Ticket</NavBarName>
                <Title>New Ticket</Title>
                <NavBar>
                    <Description Translatable="1">Create new Ticket</Description>
                    <Name Translatable="1">New Ticket</Name>
                    <Block></Block>
                    <Type></Type>
                    <NavBar></NavBar>
                    <Link>Action=CustomerTicketMessage</Link>
                    <LinkOption></LinkOption>
                    <AccessKey>n</AccessKey>
                    <Prio>100</Prio>
                </NavBar>
            </FrontendModuleReg>
        </Setting>
    </ConfigItem>
</otrs_config>

[adt]

Thanks crythias,

Enable CustomerGroup Support.
add "specific customers" to a "Create new tickets" group.
add "Create new tickets group" to CustomerFrontend::Module###CustomerTicketMessage

Okay ! i did that but it is still showing all icons to all customers.
Under Ticket -> Frontend::Customer::ModuleRegistration i have CustomerFrontend::Module###CustomerTicketMessage , but the Group is "New Ticket" (Please have a look at the image.) which i dont see while clicking on Group link and find the list of Groups.

One more thing , i have CustomerGroupAlwaysGroups option turned ON under which i have users group active and whenever i create a new customer in db it automatically relates that customer to users group . For a new user i created ; i unchecked its belonging to users group. But for this customer the link is still visible.

Thanks!

[crythias]

Did I miss where you indicated what version of OTRS you were using?

Also, if you used that xml file and changed the names to match something for your icon, you probably could see the entry in Sysconfig.

Also, I don't see the group membership of that sysconfig entry image. It looks like no groups were assigned.

[adt]

Okay...Here is the image regarding new icon.Please see the attached.


I'm Sorry i didn't mentioned the version. Well..its 2.4


I did registartion through Ticket.xml and its visible on frontend from Ticket -> Frontend::Customer::ModuleRegistration ; but i need to restrict New Hardware Icon to some customers .

Hardware is name of group which i created and through CustomerUser<--> Group support i just added only 1 customer to Group "Hardware".But the problem is that this link is still visible to all customers.


Thanks for your continuous help!

[crythias]

Click the "new Group" button.

[adt]

Click the "new Group" button.

Done..Added the Group name Hardware in it.. conceptually it should be visible to customers belonging to Group Hardware only..but no luck..i'm still facing that it is visible to all customers. If i do the same for agent module , it is practical.But in case of customer ; no luck.

[crythias]

If i do the same for agent module , it is practical.But in case of customer ; no luck.

If you're trying to hide an otrs module, it would work, but if you're trying to hide your custom module, you need to make sure you're doing it correctly. I don't have enough information to troubleshoot at this time.

I also don't know if you really needed to do that as you should have Hardware already as a queue or service.

[adt]

If i do the same for agent module , it is practical.But in case of customer ; no luck.

If you're trying to hide an otrs module, it would work, but if you're trying to hide your custom module, you need to make sure you're doing it correctly. I don't have enough information to troubleshoot at this time.

I also don't know if you really needed to do that as you should have Hardware already as a queue or service.

crythias, Very much thanks for your reply.

I have a separate queue named Hardware but its the need to have an icon like this for some reasons.

And for CustomerTicketMessage object also , itsn't doin the trick..

[adt]

Can someone answer to it please ??

I added the Group named "MyGroup"clicking New Group button for CustomerFrontend::Module###CustomerTicketSearch but this link is still visible to all customers on customer screen while it should be available to only the Customer belonging to Group "MyGroup".


FYI:: CustomerGroupAlwaysGroups is enabled in my configuration.

[crythias]

Please don't post in red. Your request isn't any more important because it's in red, plus the contrast of red on blue makes it difficult to read and therefore easy to ignore.

Please show your sysconfig option for you custom icon.

[adt]

Hi crythias, okay please see the image below:

Logically i created a Group "Hardware" and assigned it from Ticket.xml with tag <Group>Hardware</Group> , so it should be visible to only the customers belonging to Hardware Group.

But its visible to all Customers.

Thanks for responding.....

[jojo]

dou you check on groups in your custom module?

[crythias]

See the entry for NavBar? You should click a New Group for it.

[adt]

crythias, Done but No luck...

[crythias]

click new group ro and don't put an entry.

[adt]

Done..still facing the same.

[adt]

Hi crythias ,
what you suggested is a valid way but its not working for me.

I'm using OTRS 2.4 and Debian.
here is the url for doing it with screenshots
http://otrs-treff.de/en/otrs-restrict-v ... ser-groups
but its working for me in agent view BUT NOT IN CUSTOMER VIEW.

CAN SOMEONE GIVE ME AN IDEA WHY IT IS NOT WORKING FOR CUSTOMER VIEW.


thanks in advance!!

[crythias]

How did you add the entry to your navigation bar? Did you hard code it?
(if so, you'll need to get this to show up in module registration, and hard coding overrides the icon permissions)

Did you try to do the same group membership to a different icon and did it work?
(If not, there is a likelihood that you have a group permission issue, like customergroupalwaysgroups)

Are you sure you're logging in as a customer that's not a member of the group?

[adt]

How did you add the entry to your navigation bar? Did you hard code it?
(if so, you'll need to get this to show up in module registration, and hard coding overrides the icon permissions)

In Ticket.xml i added the snippet for image shown for New Hardware(as per you suggetsed in your post on top) and handled it with a perl module using Action event.

Did you try to do the same group membership to a different icon and did it work?
(If not, there is a likelihood that you have a group permission issue, like customergroupalwaysgroups)

I added same group membership to My Tickets , Company Tickets, New Tickets icon but same case..these all are viewable always to everyone. Furthermore i described above that i have customergroupalwaysgroups enabled and default groups are "users" and "info" i just deleted "users" from here and disabled my privileges using User<--> Groups relationship for the "users" group.
and, yes of course my login is not a member or the group "Hardware(see image above)" from Customer User <--> Groups relationship.

but, when i open my Groups i dont find "info" here and i find only "users" in a list of Groups

thanks !!