Queue sort in customer ticket overview

[back201]

Hello OTRS fans and masters

I have a special request from our customers and I have not found any such solution on the forum so far.

In the ticket overview (customer panel) I would like to add some kind of "sort" on queues, so that a customer could filter tickets only to those from desired queue.

Another thing I would like to add in ticket overview (or more like company ticket overview) is a new column with customer name, as there will be many customers sending tickets and it would be nice to see from the ticket overview, who sent which ticket.

Is that anyhow possible?

Thank you for all of the answers in advance!

Wishing you all a nice day!

[back201]

In the ticket overview (customer panel) I would like to add some kind of "sort" on queues, so that a customer could filter tickets only to those from desired queue.

Is it at least possible to add an option to search by queues in the customer ticket search?

[crythias]

Queues aren't for customers. They're for agents.

[back201]

Well, our helpdesk is designed to use queues as different "products" that customers can send tickets for. So when a customer is creating a new ticket he/she has to select which queue (product) this ticket relates to. Therefore are queues also used by customers... And for each product there is a special agent or group of agents assigned to and so the queues-system seems useful for both parties. Perhaps is there any similar solution to offer this functionality?

Thank you for your answer in advance.

PS: I was recently appointed admin of our helpdesk and I still have to learn a lot.

[crythias]

services should be what's being fixed. queues should be who can fix them.

[back201]

So okay I've turned on services and connected them to a user. But when he wants to select a service from the drop-down menu, the list is empty.

Still I don't know the purpose of services as there is no additional column in ticket overview (for sorting) nor there is an option to search with this parameter...So as I see it is only one more thing a customer has to select when composing a ticket but then it doesn't help him sort the tickets or anything useful...

[crythias]

The criteria are always for agents, but services tell the agents what needs to be fixed.
Plus, services are available for customer searching.

customer_search.png

[back201]

Thank you again for your reply!

So, I managed to turn on services for customers and they can select "products" when writing a new ticket. The only problem that I now have is the missing "box" with services and types in my customer ticket search panel...and I cannot seem to find in sysconfig how to enable it. Any clues?

[back201]

Has anybody else had the same problem that services weren't available for customer searching?

Thank you in advance for your answer...

[back201]

Still having the same problem: what do I need to do to get services in customer searching?

I have the option to select service while creating a new ticket, but then I cannot search using this criteria, so the it's a useless feature.

[crythias]

Please edit your signature to include your version of OTRS.

[back201]

Ah sorry, I think I got it now, it's OTRS version 3.2.5, running on Linux.

[back201]

So, could my problem exist due to an older version of OTRS?

[crythias]

Don't forget to assign services to customers. Or, edit services to provide default services to all customers.