How to enable Reply in customer web interface?

[Zeinab]

Here is my work flow:
1- The tickets are supposed to be sent by the customers in one queue (HDBank helpdesk)
2-We move it to the related queue based on the ticket
3-A generic agent run in the background to move each ticket automatically to its queue based on the type of service in the ticket

In the customer web interface, they can see the "Reply" button as long as the ticket is Open and in the (HDBank helpdesk) ; but once the ticket has been moved to another queue, they can't see the reply button anymore

So, the customers can't reopen tickets tickets anymore after the tickets have been closed
Any help with this please

[jojo]

check if for the other queues reopneing is allowed. Also check if customer group support is switched on (and switch it off)

[crythias]

the customers can't reopen tickets tickets anymore after the tickets have been closed

This is a different issue than what everything else you said lead up to. I was expecting you saying that a customer can't reply to a ticket in a different queue, period.

The tickets are supposed to be sent by the customers in one queue (HDBank helpdesk)

ok, but ...

move each ticket automatically to its queue based on the type of service in the ticket

so why aren't you allowing the user to choose the queue? Use ACLs to match available services with the Queue.

If the queue is not a member of the group users, or a group of which the customer belongs, the customer won't be able to interact with the tickets in that queue.

[Zeinab]

Thank you so much for your quick response

But how can i make sure that reopening in the queue is allowed?? If you mean the "follow up option" in the queue setting, yes it's turned to "possible" in all queues and for the "customer group support"; yes it's enabled to "yes" and when i turned it to "no", the customers have been able to see all of the queues which we don't want in our organization as we want the customers to be able to send the ticket to only one default queue which is called (HDBank helpdesk) then the generic agent do the rest for moving the tickets according to the service type

And to make myself more clear the customer can't reply to the ticket after it has been moved to another queue other than the default queue that he originally sent the ticket to which is (HDBank helpdesk)

So there is a problem if the ticket is colsed and the customer still want to reply in order to reopen it
Also, all the customers have "ro" permission on all groups which represent the queues that the ticket will be moved into according to the service type of the ticket

Is there anyway to enable the "reply" to the customer in this case?

[jojo]

switch off customer group support

[Zeinab]

If i switch it off, the customer will be able to see all of the queues and sub queues and it's not what we want in our workflow
I already tried this and found the customer can send the ticket to any queue from the available queues

[crythias]

viewtopic.php?f=60&t=7138

[Zeinab]

ok i tried what has been in the topic and edited "Action" in Frontend::Customer::ModuleRegistration to be like this "Action=CustomerTicketMessage;Subaction=StoreNew;Dest=1||HDBank helpdesk"

But the customer still can't see "Reply" once the ticket is moved to another queue other than HDBank helpdesk

Is there any other solution i can try?

[crythias]

Customers can only reply to tickets in queues for which they have access.

[Zeinab]

you mean by "access" a permissin on these queues
they already have a "ro" permission on all groups
shoulf i change it to be "rw" permission?

[crythias]

'rw' access, of course. 'w' being write, as in, write a response.

[Zeinab]

when i gave the customer a "rw" permission on groups, he was able to see all available queues
and this is not what our workflow is supposed to be

[jojo]

change Ticket::Frontend::CustomerTicketMessage###Queue to No via sysconfig and and set Ticket::Frontend::CustomerTicketMessage###QueueDefault to the wanted queue. And switch off customer group support

[Zeinab]

Than you for you concern,
but after trying editing the queue and queue default and disable customer group support in sysconfig, the customer was able to see all the available sub queues except the default one (HDBank helpdesk) and the other two main queues

[jojo]

Please read my last post and change the values as described

[Zeinab]

I already did so, and the customers have been able to see all the queues

[jojo]

On ticket creation (thats the only place customers can see Queues) there is the possibility to switch of the dropdown with the parameters I already told you...

[Zeinab]

Yes and that's exactly what we don't want
as we want our customers to be able to send their tickets to only one default queue
then we as administartors manage the workflow of the tickets

[jojo]

change Ticket::Frontend::CustomerTicketMessage###Queue to No via sysconfig and and set Ticket::Frontend::CustomerTicketMessage###QueueDefault to the wanted queue. (as I already wrote)

[crythias]

or, just change the code in the dtl for the queue you want from a drop down list to an input type=hidden field.

[Zeinab]

Hey Jojo,
Thank you sooooooooo soooooooooo much for your advice to "change Ticket::Frontend::CustomerTicketMessage###Queue to No via sysconfig and and set Ticket::Frontend::CustomerTicketMessage###QueueDefault to the wanted queue. And switch off customer group support"
Finally it works fine
It was stupidity of me as i didn't see that "To:" has magically disappeared and the tickets now are going to be sent to the default queue (HDBank helpdesk) and still the customer can "Reply" to reopen the ticket while it has been moved to another queue which is exactly we want in our workflow

It works now like magic
Thanks again and sorry for disturbance
I appreciate your efforts

[rodolphoramos]

Well, if anyone have the same problem now it´s too more easy and efficiently to do this, with option to list more than one queue in customer interface, follow these steps:

1 - Go to --> sysconfig
2 - choose --> Ticket
3 - go to --> Frontend::Customer::Ticket::ViewNew
4 - in --> CustomerPanelOwnSelection, you will put all the queues that the customer can open a Ticket, like 'IT' in key and 'HelpDesk' in content, the customer only will see the queue name describe in content no matter how many queues he have rw permission;
5 - go to --> framework::Frontend::Customer;
6 - in --> CustomerGroupSupport, select yes;
7 - in --> CustomerGroupAlwaysGroups, put all groups that the customer need use the "Reply" option.

So, i test this in the OTRS Help Desk 3.3.5 and i don´t know if this is the same solution in older´s versions.