Having a customer default to their Queue in cust portal

[BSmithAcu]

Hi,

I want each customer to default to their own queue instead of - . I saw the below in the "how to" section, however, this would make all customers default to that queue and we have seperate companies that only can see their tickets. How would we make company A default to the A queue, Company B default to the B queue, etc automatically?

viewtopic.php?f=60&t=7138&p=28109&hilit ... ter#p28109

[crythias]

Don't use customer based queues. The queues are for agents.

[BSmithAcu]

Im not sure I explained properly I apologize.

The customers are logging into the customer portal not the agent portal. WHen the customer logs into the customer portal, and goes to create a new ticket, there is a dash (-) in the "to" field. They then have a drop down list with a list of the queues they have rights to add a ticket to.

Each customer (or each company rather - we do support for several companies) we have has 1 queue and 1 queue only assigned to them (no subqueues either). so, we just need to force each customer to their own queue in the "to" field on the customer portal instead of the dash (for some reason, people have a hard time with this I know its silly).

If you did understand, and there is another way of doing this, can you elaborate a little? I thought I had it setup properly but I am open to new ideas.

[crythias]

I handle multiple customers and do not use queues to manage them. It is a nightmare to do it that way, and invites exactly the questions you are asking. I don't sort on from. I sort on "to" ... and once that is set up I don't ever have to think about what it takes, administratively, to add (or lose) a customer.

If you insist on forcing the one queue rule ... viewtopic.php?f=60&t=7138

To force the queue *per customer* is a bit more tricky.

My rant on the subject.

Name a reason to use customer based queues and I'll tell you how to do it without.

The only real exception I have on this stance (again, this is my opinion, but it is also based upon how OTRS is coded, and the reason you have to ask the questions you ask) is location based queues.

[BSmithAcu]

Thank you.
I wish I didn't have to use queues but it is needed to restrict certain people from accessing certain info and for reporting purposes. Also, SLAs between companies are different so email alerts, escalations, etc are all different. Thank you for your help.

[crythias]

Also, SLAs between companies are different so email alerts, escalations, etc are all different

That's workable via services ...
viewtopic.php?f=62&t=12487#p48841
viewtopic.php?f=53&t=16398

it is needed to restrict certain people from accessing certain info

No, groups do that. Queues are members of groups.

for reporting purposes

I report on CustomerID, which should be the same for all members of the same Company.