Restrict ticket type for customers

[schaffel]

We use OTRS-ITSM so we have the different ticket types.
Is there a way that customers can only select Incident as ticket type?

So when a customer creates a new ticket they should have only the choice to select one of the incident types (e.g. Incident::ServiceRequest)
Also email tickets from the customer should be tagged as incident tickets.
Where can I configure these two things? I did not find a description in the manuals.

As a bonus it would be nice allow the different ticket types by groups
(e.g. there could be a customer group that is allowed to open RfCs)

I hope that I don't have to get into the code to do this.

[rebiscoul]

You can use an ACL.
Simply add in your Config.pm file :

Code: Select all

    $Self->{TicketAcl}->{'ACL-restrict-customer-ticket-types'} =
    {
        # match properties
         Properties =>
         {
              Frontend =>
              {
                  Action => ['CustomerTicketMessage', ],
              },
         },

         Possible =>
         {
             Ticket => { Type  => ['Incident::Disaster', 'Incident::ServiceRequest'], },
         },
    };