Hide tickets depending on ticket type in customer front end

[Rotyn]

Hy guys

Just wondering:

Is it possible to hide a defined ticket type in the customer front end?

To make it more clear:

Let's assume we have 4 ticket types defindes: (a) Reuqest Spare part (b) Request hotline support (c) Request technician (d) Internal support issue

Of course I can (by ACL) hide the ticket type "(d) Internal support issue" from the customer front end when the customer is creating a ticket. After that only an agent can use this ticket type when creating a ticket. Fine.

But now I want to prevent these tickets of type (d) to be displayed in the customer frontend. Or in other words: If I am creating such a ticket, it should stay internal.

Of course the first answer would be: "that's what queues are for"...... but (for specific reasons) that's not always an option for me

I would assume that there might be a possibility in the CustumerTicketOverview.pm

Ijust have no clue how to modify the code:

Code: Select all

 # filter definition
    my %Filters = (
        MyTickets => {
            All => {
                Name   => 'All',
                Prio   => 1000,
                Search => {
                    CustomerUserLogin => $Self->{UserID},
                    OrderBy           => $Self->{OrderBy},
                    SortBy            => $Self->{SortBy},
                    CustomerUserID    => $Self->{UserID},
                    Permission        => 'ro',
                },
            },
            Open => {
                Name   => 'Open',
                Prio   => 1100,
                Search => {
                    CustomerUserLogin => $Self->{UserID},
                    StateType         => 'Open',
                    OrderBy           => $Self->{OrderBy},
                    SortBy            => $Self->{SortBy},
                    CustomerUserID    => $Self->{UserID},
                    Permission        => 'ro',
                },
            },
            Closed => {
                Name   => 'Closed',
                Prio   => 1200,
                Search => {
                    CustomerUserLogin => $Self->{UserID},
                    StateType         => 'Closed',
                    OrderBy           => $Self->{OrderBy},
                    SortBy            => $Self->{SortBy},
                    CustomerUserID    => $Self->{UserID},
                    Permission        => 'ro',
                },
            },
        },

Is it possible to add some code - similar to StateType => 'Open' - to specify the ticket type to be displayed?

I would appriciate any support

Regards
Rudy

[crythias]

You really should consider this being a queue or service and not a type. Then you can do what you request via group (queue) or assign to customer/default services (service).

[Rotyn]

That means I can restrict the ticket that a customer can see depending on the service?

[crythias]

That means I can restrict the ticket that a customer can see depending on the service?

Sorry, no. if you want to restrict a ticket that the customer can see, it should be in a queue-group which the customer is not a member.

[Rotyn]

That means I can restrict the ticket that a customer can see depending on the service?

Sorry, no. if you want to restrict a ticket that the customer can see, it should be in a queue-group which the customer is not a member.

Unfortunately that is exactly the option which is no option for me

I need to find a way to keep the tickets where they are.....and still hide a few of them for the customer (depending on some ticket information)