Possible ACL to hide queues when creating a ticket

[ptormey]

What I would like to do is hide certain queues from the customer portal so that the customer doesn't have to worry about selecting them but can still view their ticket if an agent moves their ticket into a "hidden" queue. I thought an ACL would work and it did kind of but the ACL then also hid the queue from the agent when they went to create a phone or email ticket from the agent dashboard. The agent then had to go into the ticket after it was created to move it into the right queue.

An example: We have a queue 'Printer' with sub queues 'Printer::Driver', 'Printer::Hardware', 'Printer::Network'. For the end users they rarely know whether their issue is driver, hardware, or network related. They just know the printer isn't working. So we don't want to confuse them by providing a list of the possible sub queues. We just want to show them 'Printer'. I created an ACL that does this nicely for the customer but the problem then is if an agent gets a phone call about a printer not working, from the create phone ticket module the agent's own 'To' list also hides the sub-queues. The agent wants to assign the issue to the correct sub-queue immediately without having to go into the ticket to move it manually.

I thought about assigning the sub-queues to different groups but we want the customers to be able to see their ticket if it's been moved into
'Printer::Network'. We just don't want them to have to select that sub-queue. Any ideas on this could be done?

[crythias]

Note you have the ability to filter this per Action.

http://otrs.github.io/doc/manual/admin/ ... -reference
Try CustomerTicketMessage

[ptormey]

That did it! Thanks!