How to hide queue for customers

[Kris1992]

How to do this, hiden queue for customers but not for agents. Please help.

[wheelshot]

Do you want to all the "Select a queue" field from the form or just some queues from the list?

In case 1, you can do it with the config Ticket -> Frontend::Customer::Ticket::ViewNew and change the Ticket::Frontend::CustomerTicketMessage###Queue value (Careful, you'll also need to set the default queue).

For second case, you'll need to create an ACL that hides some queue from Customers UI.

[Giulio Soleni]

For second case, you'll need to create an ACL that hides some queue from Customers UI.

In my opinion, it would be better to enable "Customer Users <-> Groups" support and filter the queues on customer interface with permissions on their related groups.

[alexus]

In my opinion, it would be better to enable "Customer Users <-> Groups" support and filter the queues on customer interface with permissions on their related groups.

It's not a good idea. If you disable Queues for Customers via Group, customers can't see tickets in the customer portal.
I wouldn't recommend enable Queue selection for customers. Queue is a work group in your service desk and the client shouldn't care where the request will be processed. You need enable only ticket Type and Service in customer interface and setup service&type based routing via Generic Agent or use some default queue.

[Giulio Soleni]

If you disable Queues for Customers via Group, customers can't see tickets in the customer portal.

Not exactly... they will see the only the tickets for the queues they are enabled.

You need enable only ticket Type and Service in customer interface and setup service&type based routing via Generic Agent or use some default queue

I personally do not take this approach, and I do not make use of services in a plain OTRS::Helpdesk environment (where queues are enabled in the customer portal by design) unless the ITSM module is enabled.
But this is just my opinion of course

[alexus]

alexus писал(а):
If you disable Queues for Customers via Group, customers can't see tickets in the customer portal.

Not exactly... they will see the only the tickets for the queues they are enabled.

I agree, but customer needs to have a possibility to see ticket across whole lifecycle.

I personally do not take this approach, and I do not make use of services in a plain OTRS::Helpdesk environment (where queues are enabled in the customer portal by design) unless the ITSM module is enabled

You can use Services in OTRS Helpdesk also. Having based on our large experience in OTRS implementation projects I can say that queue selection for a customer is definitely a bad practice. I don't know why OTRS has these default system settings . It fully contradicts any common sense, ITIL recommendations and service management approach!
You can see how in OTRS portal should look like here - http://demo.radiantsystem.com