Some tickets to set hide on customer portal only

[GMunjal]

Hi,

Implementation : we Implement OTRS , and now we port data into OTRS from 2-3 different sources which is directly migrated into Database.

Issue: We require that for one DB tickets out of 3 DB whose tickets are imported into OTRS, we don't want to show these tickets into OTRS -> Customer Portal.
Only a admin can see all the tickets in admin portal but a customer can not be able to see these tickets through customer portal.

Is there any way we can stop to show these tickets on customer portal.

Thanks in advance.

[crythias]

Is there any way we can stop to show these tickets on customer portal.

Put them in a queue that isn't owned by users or any group to which the customers have membership.

[GMunjal]

Thanks for the reply...

[GMunjal]

We tried to update the queue as suggested, but the tickets are still shown to the users which were already assigned to them.

Can we add a check or any ACL creation which can stops these tickets (with the specific queue) to show on customer portal.

An y ideas for this issue will be helpful to us ..

[crythias]

From other posts on the board, I'm *reasonably* certain that if:
1) CustomerGroupSupport is enabled
2) The customer is not a member of group "HiddenQueueGroup" (including CustomerGroupsAlwaysGroups)
3) A Hidden Queue is a member of group "HiddenQueueGroup" (hint: something other than "users")
4) The ticket is in Hidden Queue

The customer will not see the ticket.

Alternatively, if the customerID and customerUserID (login) from the ticket are different from the Customer, the Customer will DEFINITELY not see the ticket.