Customer read access to all tickets in a given queue

[bayerex]

Hi all,

we have a special customer who requires read access to all tickets in a specific queue. I have read the CustomerIDS document but the problem is we don't want to give them access to customer tickets that exist in other queues, just this specific one.

So far the only solution we have come up with is to give them an agent account which access to only this queue but it's not very upgrade proof because we had to edit a few things in order to remove the ability to see the agent's details from the tickets.

If anyone could answer the above I'd be very grateful

[crythias]

queues aren't for customers, they're for agents.

[bhcuong2008]

I think you can use Customer Group feature.

[arvas]

make the customer an agent account and just give read write for that 1 group.
You should make sure that queue is the only queue linked to the group.

[bayerex]

queues aren't for customers, they're for agents.

I don't see any alternative for us serve a customer of this type and utilise standard usage of OTRS. I would love someone to correct me if I'm wrong.

[crythias]

don't see any alternative for us serve a customer of this type and utilise standard usage of OTRS. I would love someone to correct me if I'm wrong.

Standard usage of OTRS is not to have Customer Based Queues. The queues are not for customers, they're for agents. If a Customer wants to know what's going on with tickets created for his company, he'd use Company Tickets.

I keep (in my mind) thinking of a service provider like the DMV. You don't have a customer going behind the counter to look at all the custom tags assigned *in general*. However, a customer could ask for the custom tags assigned to his fleet.

we have a special customer who requires read access to all tickets in a specific queue

Why does he need read access to all tickets in a specific queue? Would you let him behind your service counter to look in your files?

[bayerex]

Ok, this customer can be thought of as like a government official. It is this person's job to check out tickets created by 100s of schools (customers) access the country. For a specific product he needs read access to potentially 1000s of tickets which means also hundreds of various companies (customer IDs). Utilising the official way of using OTRS would sadly mean knowing and listing the Customer_ID of all these companies and entering the IDs into this individual's account. (unmanageable..).

What's more, they should only gain access to tickets if it's to do with this particular product. Actioning the above would mean he gains access to all tickets from all customer_ids added to his account. These other tickets are to do with other products which he should not see.

[jojo]

Try are port this person will get or consider custom development

[crythias]

Sounds like ACL or exported search results might help.

[bayerex]

Try are port this person will get or consider custom development

I'm not sure what you want to say with that. Could you rephrase that please?