[SOLVED] Can customer change queue

[ditto123]

Hi, I'm new to OTRS but have gotten it up and running and works great!!! My workflow is:
1. user sends email to helpdesk @ company.com
2. An agent gets and email (this works) about new ticket in Postmaster queue
3. OTRS auto email responds back with msg and ticket link (works) . Want to ask user to fill out more info.

We just want user to be able to set the proper queue. We don't want users to be lazy and just email us.

Is that possible to let customer see the queues and select a queue?

Thank you.

[crythias]

that's what's intended from the web interface.

[ditto123]

Thanks for the quick reply!! I am still a bit unclear. So if the user used the web from to create a new ticket he can choose the queue but if he emails in a request, there is no way for the user to move his own ticket to another queue (since the To-queue dropdown list of queues is unavailable), right?

[crythias]

I am still a bit unclear. So if the user used the web from to create a new ticket he can choose the queue but if he emails in a request, there is no way for the user to move his own ticket to another queue (since the To-queue dropdown list of queues is unavailable), right?

Yes. That's correct.

The queues are for agents. After the ticket is created, it could be moved (by agents) to any other queue and it would be suboptimal for the queue to be changed by an invisible hand (customer) if the ticket was moved already by an agent.

(Can't we just say while it's still owned by root@localhost?)
Well, yeah, but then you're making the customer do extra work. Internally in a corporate environment, you might be able to do this, but externally, if you want the customer to go to the web page to "do it right", then you shouldn't have the first email interaction actually create a ticket. It should autorespond: "Sorry, but you must use the website to create a ticket. It seems both of us are too lazy to set the fields."

[ditto123]

Ah I see. Thank you thank you I think I can set it up to respond to the email with "Sorry, but you must use the website... and here's the url". I think I still need to *sigh* catch it into the postmaster queue and purge it after 3 days or something.

Okay, if an email had X-OTRS headers, I want it to still work and find its way back to a ticket. I don't have to do anything for this, right?

[crythias]

think I still need to *sigh* catch it into the postmaster queue and purge it after 3 days or something.

At that point, it's a ticket. To do what you wish requires a bounce before OTRS.

Okay, if an email had X-OTRS headers, I want it to still work and find its way back to a ticket. I don't have to do anything for this, right?

It depends ...

[ditto123]

think I still need to *sigh* catch it into the postmaster queue and purge it after 3 days or something.

At that point, it's a ticket. To do what you wish requires a bounce before OTRS.

Can you explain how to "bounce" it off?

I currently have made Admin the group for Junk, Postmaster and Raw so the user doesn't see tickets. Seems good enough. I don't know if there are any side effects tho. And I have to figure out how to clear them ultimately I think.

Okay, if an email had X-OTRS headers, I want it to still work and find its way back to a ticket. I don't have to do anything for this, right?

It depends ...

um... can you tell me what are my concerns?

Getting close to solving this thread.. p(^_^)q Thanks !!!

[crythias]

Can you explain how to "bounce" it off?

whatever receives the email before otrs does...

I currently have made Admin the group for Junk, Postmaster and Raw so the user doesn't see tickets.

And I have to figure out how to clear them ultimately I think.

er. "Hey, customer, that thing you sent? Yeah.. we don't have a copy of it. type it all over again in the web interface."

I don't know what you want to do. The ticket gets created once it comes into OTRS. It will arrive into SysConfig's Postmaster Default Queue, or whatever queue is set in the Mailbox configuration.

After this, your post says you want the customer to change the queue. But what queue? you just said that you wanted to hide this newly created ticket if it's in Junk, Postmaster, or Raw. How would it get there? The customer can't see those queues, which means an agent would have to change the queue for the ticket, which is what you (originally) wanted the customer to do...

um... can you tell me what are my concerns?

Where to begin...
If the ticket is bounced outside of OTRS -- at the point of reception of an incoming email (the email box), X-OTRS-Headers are useless/ignored unless that bounce method sees them and passes the email through. -- Again, OUTSIDE of OTRS.

At the postmasterfilter level otrs, you could (I guess) check for the subject to contain something related to this being a ticket. X-OTRS-Headers wouldn't *necessarily* apply to a customer replying to a ticket, as how would the end user generate such header?

There's probably a possibility to reject all tickets that aren't replies to an existing ticket, but I'd have to search the forums for something about can't create new tickets via email.

[ditto123]

Thanks for the replies. Things for me to think about...