[SOLVED] Customer User Group Access

[sujeeva]

Hi Friends,
My OTRS 5.0.8 customer users are authenticated through AD. I have used below setting in the Config.pm for customer user group accessibility.

$Self->{CustomerGroupSupport} = 1;
$Self->{CustomerGroupAlwaysGroups} = [ 'DFCC ServiceDesk','IT Helpdesk', ];

There is no issue customers can create tickets into above two groups/queues through the customer portal. However, the issue is when the tickets have been transferred to groups/queues out of above two groups, customers cannot see those tickets through customer portal.

I can manually grant RO access of other groups/queues to customers one by one. My question is :

IS there a way to grant customers RO access to all the groups?

Attaching my Config.pm file

[jojo]

There is no Need to use customer group support in the mentioned use case. Switch ist of and set the configuration value in which Queues Tickets can be created.

There is no OTRS 5.8, so I Assume you use 5.0.8 which is outdated Sinne years and Haus plenty of known security vulnerabilities. So you should Update to version 6

[sujeeva]

Thanks Jojo, yes it is 5.0.8 and I will look for upgrade possibilities

Coming to my issue, I have around 20 queues in the system and I need customers only to allow two queues to create tickets. But I want them to see what's happening to the ticket through out where ticket is being transferred to groups other than the customers have write access

[jojo]

As I already wrote, switch off CustomerGroup support, you can use CustomerPanelOwnSelection or ACLs to reestirct the queues where tickets can be created by the customer

[sujeeva]

Thanks Jojo.
It's brilliant. It's exactly what I wanted. Now customers can select only two queues in customer portal but they can see the tickets transferring to other queues and also they can reply to tickets wherever the ticket currently located.

For other's sake, I share my Config.pm setting:

$Self->{CustomerGroupSupport} = 0;
$Self->{CustomerPanelOwnSelection} = {'IT Help Desk'=>'IT Help Desk',
'DFCC ServiceDesk'=>'DFCC ServiceDesk (If not sure where to put)'};

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