Customer read access to all tickets in a given queue
Moderator: crythias
Customer read access to all tickets in a given queue
Hi all,
we have a special customer who requires read access to all tickets in a specific queue. I have read the CustomerIDS document but the problem is we don't want to give them access to customer tickets that exist in other queues, just this specific one.
So far the only solution we have come up with is to give them an agent account which access to only this queue but it's not very upgrade proof because we had to edit a few things in order to remove the ability to see the agent's details from the tickets.
If anyone could answer the above I'd be very grateful
we have a special customer who requires read access to all tickets in a specific queue. I have read the CustomerIDS document but the problem is we don't want to give them access to customer tickets that exist in other queues, just this specific one.
So far the only solution we have come up with is to give them an agent account which access to only this queue but it's not very upgrade proof because we had to edit a few things in order to remove the ability to see the agent's details from the tickets.
If anyone could answer the above I'd be very grateful
Current Production Server (recently switched from Windows)
OTRS 3.2.7 on Ubuntu 12.04LTS 64bit
PHP 5.3.10-1ubuntu3.6
mysql Ver 14.14 Distrib 5.5.31
Previous Production Server:
Windows 2008
MySQL 5.1.51 Community Server
Strawberry Perl 5.12.3.0
OTRS 3.2.7 on Ubuntu 12.04LTS 64bit
PHP 5.3.10-1ubuntu3.6
mysql Ver 14.14 Distrib 5.5.31
Previous Production Server:
Windows 2008
MySQL 5.1.51 Community Server
Strawberry Perl 5.12.3.0
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Customer read access to all tickets in a given queue
queues aren't for customers, they're for agents.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
- Znuny newbie
- Posts: 10
- Joined: 09 Mar 2013, 15:22
- Znuny Version: 3.2.2
- Real Name: Cuong
- Company: N/A
Re: Customer read access to all tickets in a given queue
I think you can use Customer Group feature.
Re: Customer read access to all tickets in a given queue
make the customer an agent account and just give read write for that 1 group.
You should make sure that queue is the only queue linked to the group.
You should make sure that queue is the only queue linked to the group.
Re: Customer read access to all tickets in a given queue
I don't see any alternative for us serve a customer of this type and utilise standard usage of OTRS. I would love someone to correct me if I'm wrong.crythias wrote:queues aren't for customers, they're for agents.
Current Production Server (recently switched from Windows)
OTRS 3.2.7 on Ubuntu 12.04LTS 64bit
PHP 5.3.10-1ubuntu3.6
mysql Ver 14.14 Distrib 5.5.31
Previous Production Server:
Windows 2008
MySQL 5.1.51 Community Server
Strawberry Perl 5.12.3.0
OTRS 3.2.7 on Ubuntu 12.04LTS 64bit
PHP 5.3.10-1ubuntu3.6
mysql Ver 14.14 Distrib 5.5.31
Previous Production Server:
Windows 2008
MySQL 5.1.51 Community Server
Strawberry Perl 5.12.3.0
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Customer read access to all tickets in a given queue
Standard usage of OTRS is not to have Customer Based Queues. The queues are not for customers, they're for agents. If a Customer wants to know what's going on with tickets created for his company, he'd use Company Tickets.bayerex wrote: don't see any alternative for us serve a customer of this type and utilise standard usage of OTRS. I would love someone to correct me if I'm wrong.
I keep (in my mind) thinking of a service provider like the DMV. You don't have a customer going behind the counter to look at all the custom tags assigned *in general*. However, a customer could ask for the custom tags assigned to his fleet.
Why does he need read access to all tickets in a specific queue? Would you let him behind your service counter to look in your files?bayerex wrote:we have a special customer who requires read access to all tickets in a specific queue
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Re: Customer read access to all tickets in a given queue
Ok, this customer can be thought of as like a government official. It is this person's job to check out tickets created by 100s of schools (customers) access the country. For a specific product he needs read access to potentially 1000s of tickets which means also hundreds of various companies (customer IDs). Utilising the official way of using OTRS would sadly mean knowing and listing the Customer_ID of all these companies and entering the IDs into this individual's account. (unmanageable..).
What's more, they should only gain access to tickets if it's to do with this particular product. Actioning the above would mean he gains access to all tickets from all customer_ids added to his account. These other tickets are to do with other products which he should not see.
What's more, they should only gain access to tickets if it's to do with this particular product. Actioning the above would mean he gains access to all tickets from all customer_ids added to his account. These other tickets are to do with other products which he should not see.
Current Production Server (recently switched from Windows)
OTRS 3.2.7 on Ubuntu 12.04LTS 64bit
PHP 5.3.10-1ubuntu3.6
mysql Ver 14.14 Distrib 5.5.31
Previous Production Server:
Windows 2008
MySQL 5.1.51 Community Server
Strawberry Perl 5.12.3.0
OTRS 3.2.7 on Ubuntu 12.04LTS 64bit
PHP 5.3.10-1ubuntu3.6
mysql Ver 14.14 Distrib 5.5.31
Previous Production Server:
Windows 2008
MySQL 5.1.51 Community Server
Strawberry Perl 5.12.3.0
Re: Customer read access to all tickets in a given queue
Try are port this person will get or consider custom development
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Customer read access to all tickets in a given queue
Sounds like ACL or exported search results might help.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Re: Customer read access to all tickets in a given queue
I'm not sure what you want to say with that. Could you rephrase that please?jojo wrote:Try are port this person will get or consider custom development
Current Production Server (recently switched from Windows)
OTRS 3.2.7 on Ubuntu 12.04LTS 64bit
PHP 5.3.10-1ubuntu3.6
mysql Ver 14.14 Distrib 5.5.31
Previous Production Server:
Windows 2008
MySQL 5.1.51 Community Server
Strawberry Perl 5.12.3.0
OTRS 3.2.7 on Ubuntu 12.04LTS 64bit
PHP 5.3.10-1ubuntu3.6
mysql Ver 14.14 Distrib 5.5.31
Previous Production Server:
Windows 2008
MySQL 5.1.51 Community Server
Strawberry Perl 5.12.3.0