We have a new installation of OTRS 3.3.8 running on Debian. Reading the manual and checking some forums we were able to configure most of the things like users/groups/queues/etc...
But now we're running into an issue....I'll describe some facts now:
1 - We have multiple clients for each of them has their own queues (as we have into de old ticketing system)
2 - For each queue there's an email address formated like firstname.lastname@example.org
So each time a customers opens a ticket, it goes into the right queue. However we want to do is filter how this works as follows:
The problem is:
Only authorized users can create a ticket into their company queue and if you're not on the list you should receive a rejected email confirmation. Right now everybody who knows the queue's email address is able to create tickets.
How should we controll that?
Thanks in advance!