Ticket cration from web, different ques

[montoxic]

Hi

We have several departments using otrs and when a ticket is created from the customer frontend it puts in "General-Inbox". Now i want for internal users (employees) when they post tickets in the customer frontend to be put in another "inbox".

One idea i have is that to have a ticket type that is called "internal helpdesk", but then the external customers will se that to.

Just want to check if you have any ideas.

should also say that the customers do not have the option to select que.

[crythias]

should also say that the customers do not have the option to select que.

Then the internal customers should be presented with a different form (via theme) than external customers with the appropriate queue hardcoded.

The "real" answer would be to use group membership to filter available queues, but since the user can't select queue...

Other options:

somehow use javascript or server side data to provide the queue

use Generic Agent to move after submit

[yuri0001]

The "real" answer would be to use group membership to filter available queues, but since the user can't select queue...

I'll tried to use ACL for this purpose through group membership for customers, but empty list of Queues is created on input form. Why?

Code: Select all

    $Self->{TicketAcl}->{'051 ACL-Customer'} = 
    {
    Properties => {
      CustomerUser => {
       Group_rw => ['Cust_KUI'],
      },
      Frontend => {
       Action => ['CustomerTicketMessage']
      },
    },
    Possible => {
      Ticket => {
       Queue => ['OTP::TER_CUI','Raw']
      },
    },
    StopAfterMatch => 1,
    };
#########################################################################
    $Self->{TicketAcl}->{'052 ACL-Customer'} = 
    {
    Properties => {
      CustomerUser => {
       Group_rw => ['Cust_Cult_Ed_Arch'],
      },
      Frontend => {
       Action => ['CustomerTicketMessage']
      },
    },
    Possible => {
      Ticket => {
       Queue => ['OTP::TER_UAG'),'Raw']
      },
    },
    StopAfterMatch => 1,
    };

CustomerGroupSupport enabled. Customers have appropriate -rw rights in groups.
Customers that not members in groups - have entire list of Queues

[crythias]

yuri0001: Please don't hijack threads. Group membership is all that's necessary to address available queues. No ACL required.
viewtopic.php?f=60&t=7138

[yuri0001]

I apologize, I'll ask the question in a particular topic.
Excuse me please!

[montoxic]

Thanks crythias.

I think i will enabled so that the internal users (the company employees) will bee able to choose some ques, and the external customers will just have one que to choose (prefilled).

Thanks for your help