Access to a group via Customer Management?

[morecw]

Hi all,

it would make some of our administration easier if we had the option to add a customer to one of two queue groups via their customer account. Is it possible to configure a couple of check boxs that would do this somehow?

Thanks in advance.

[crythias]

Customers <-> groups doesn't work for this purpose?

[morecw]

Customers <-> groups doesn't work for this purpose?

Yes it does. I was just hoping that I could save a 2nd step and add this direct into the Customer account as a tick-option?

[morecw]

User case: A customer registers, we get the request, then the agent verifies the details and then decides which out of two Queue groups to assign. After the group is assigned then we email the customer their password enabling them to log their tickets in the authoirsed queue.

It would just be very useful if the agent, while checking the details in the customer account, then had a 2x ticket options for either Queue group to assign. It would also mean the agent would not require admin access, just the customer panel

[crythias]

Put a link in the Customer User dtl after <div class="Content">:

Code: Select all

                 <a href="$Env{"Baselink"}Action=AdminCustomerUserGroup;Subaction=CustomerUser;ID=$LQData{"UserLogin"}">Group Assign</a>

The Agent doesn't need full admin access, just group membership to this function.

[morecw]

Put a link in the Customer User dtl after <div class="Content">:

Code: Select all

                 <a href="$Env{"Baselink"}Action=AdminCustomerUserGroup;Subaction=CustomerUser;ID=$LQData{"UserLogin"}">Group Assign</a>

The Agent doesn't need full admin access, just group membership to this function.

And with this the agent will see ADMIN - and inside only the Customer -> Groups function?

[crythias]

And with this the agent will see ADMIN - and inside only the Customer -> Groups function?

They'll see what they have access to. Check out the module registration and HowTo on the forum for mini admins

[morecw]

Otherwise shouldn't 'Roles' cover selected access to functions?

[crythias]

Otherwise shouldn't 'Roles' cover selected access to functions?

Probably not like you think.

[morecw]

yeah true, on second read of the manual it seems one can only restrict access to the admin area as a whole

[crythias]

For a given module (AdminCustomerUser) you will need to have a specific rw group created and agent members added to that group. Further, in the module registration for that module, this group needs to be (+) added.

[morecw]

Put a link in the Customer User dtl after <div class="Content">:

Sorry but I can't find the dtl you mean. Can you be please be more specific?

[crythias]

AdminCustomerUser.dtl
locate "Edit Customer"
Immediately below
<div class="Content">
paste

Code: Select all

                <a href="$Env{"Baselink"}Action=AdminCustomerUserGroup;Subaction=CustomerUser;ID=$LQData{"UserLogin"}">Group Assign</a>

[morecw]

I did the following as you suggested but I can't see what difference it has made. I also created a new group "AdminCustomerUserGroup", added an agent to it, then given them RO access to admin but nothing changes under their account. I don't see how they are supposed to access Customer - Groups

<h2>$Text{"Edit Customer"}</h2>
<!-- dtl:block:HeaderEdit -->
</div>

<div class="Content">
<a href="$Env{"Baselink"}Action=AdminCustomerUserGroup;Subaction=CustomerUser;ID=$LQData{"UserLogin"}">Group Assign</a>

[crythias]

I did the following as you suggested but I can't see what difference it has made.

Customers - Customers - OTRSITSM 3.1.6 - Google Chrome_2012-09-06_17-36-16.png

Did you do anything with module registration?
Edit Config Settings in Framework -> Frontend::Admin::ModuleRegistration
find AdminCustomerUser and add the group
Click the (+) in the Group, but not RO and type the group name you've given before.

Framework - FrontendAdminModuleRegistration - SysConfig - Admin - OTRSITS_2012-09-06_17-33-27.png

Maybe this isn't what you want. I'm sorry to have bothered you.

[morecw]

Ok I've progressed a bit now. I believe what went wrong before is, you suggested that I should add the module registration under "AdminCustomerUser" when actually in the code it was "AdminCustomerUserGroup". Perhaps you meant that. But anyway I have instead now registered the module and if the agent goes to the following address then they can access the Customer -> Groups module successfully! i.e http://otrs.oursite.com/otrs/index.pl?A ... rUserGroup. Before they would get this error: "No Permission to use this frontend module!"

Screen shot 2012-09-07 at 00.55.21.png

So all I need now is a button that the agent can click on. Could you please suggest a solution for that? Best of all would be if I could add a link to this model from the customer account

[crythias]

Best of all would be if I could add a link to this model from the customer account

You mean the very first thing I gave you?
Nope, I don't think that's possible.

[morecw]

Best of all would be if I could add a link to this model from the customer account

You mean the very first thing I gave you?

The first thing you suggested was to use Customer - Groups, then you explained how one gives an agent access to the module without needing to give them access to admin. This now works. But you still haven't explained how I am to provide them with something to click on so they can open the Customer-Groups module.

Nope, I don't think that's possible.

Alright so it's not possible to add it where I would have liked. But for now all that is important is they have a button somewhere.

[crythias]

The first thing you suggested was to use Customer - Groups, then you explained how one gives an agent access to the module without needing to give them access to admin.

Actually, the first code I posted was a "something to click on so they can open the Customer-Groups module."
I even posted a screen shot of what it was supposed to look like. It's a new link called "Group Assign"

[morecw]

Ok I apologise. My excuse is it is Friday and I'm still tired!!

So I have all I need now, thanks.

[morecw]

As it's possible to add a new customer during the process of creating a new ticket, it would be good if an agent could add a new customer AND add them to the group in one process. As it stands you can click on 'Customer', then Add customer, but so far it's impossible to progress to Group Assign without getting stuck. If you submit the customer then of course the dialog is closed before you can assign a group. However if you click Group Assign there's a) no way to get back b) at this point there is no customer account to add to the group

[crythias]

The customer has to be created before you can assign the customer to a group.
'tis a puzzlement

edit Kernel/Modules/AdminCustomerUser.pm
find this (around line 408?)

Code: Select all

                    my $URL           = '';

change it to ...

Code: Select all

                    my $URL           = "<a href=\"\$Env{\"CGIHandle\"}?Action=AdminCustomerUserGroup;Subaction=CustomerUser;ID=$UserHTMLQuote\">Group Assign</a> ";

and *IMPORTANT*

put the my $UserHTMLQuote ... line ABOVE the my $URL line. If you don't do this, otrs will crash because the my $URL needs $UserHTMLQuote to be defined before it is used. (just swap the two line positions.)

Customers - Customers - OTRSITSM 3.1.6 - Google Chrome_2012-09-07_09-54-19.png

[morecw]

That works but unfortunately only through the normal Customer toolbar link. If I use the 'customer' link in a new ticket, then after I add/submit the new customer it doesn't then prompt to assign a group instead returns to the new ticket. Do I maybe need to active something in AgentTicketPhone.dtl? Ideally once the group is submitted then it should return to the new telephone ticket so that the agent can continue filling it in.

Sorry to be difficult but I know my agents will definitely demand from me that it works in one process. The problem is no-one wants to 'go backwards' once they have begun filling out a new ticket. You know what I mean?

Code: Select all

                    my $Output        = $NavBar . $Note;
                    my $UserHTMLQuote = $Self->{LayoutObject}->LinkEncode($User);
# add customer to groups after creating
                    my $URL           = "<a href=\"\$Env{\"CGIHandle\"}?Action=AdminCustomerUserGroup;Subaction=CustomerUser;ID=$UserHTMLQuote\">Group Assign</a> ";

                    my $UserQuote     = $Self->{LayoutObject}->Ascii2Html( Text => $User );

[crythias]

I understand, but also, please understand that your request is specific to you, and has been answered enough that, if you even have an inkling about what you've been provided, you should be able to follow that instruction for the other 15 screens (exaggeration) that I didn't address.

The dtl for the screen is referenced in the URI. If what you need isn't to be seen there, it'll be in the Kernel/Modules.

[morecw]

The dtl for the screen is referenced in the URI. If what you need isn't to be seen there, it'll be in the Kernel/Modules.

I see what you mean. Although the page info tells me it's the same URL. There must be somewhere else AdminCustomerUser.pm I also need to edit?