Is there a way to override default services?

[estomagado]

Hello folks!

I have an OTRS 6.0.18 (yes, yes will update) installation for my company. It serves the IT department and the company's IT users. Being a simple setup, we created a set of services and subservices and set them as default.
So, every new employee gets the company's IT services in full. It worked well. So far, so good.

Now we have another scenario.
We'll have external users to request this one service (let's call it EXT SUPPORT). Only the external users must see this service. My internal users must not select this service in the new ticket form - this is easy, just don't make it default.

Problem is, my external users must see ONLY the EXT SUPPORT service when opening tickets. So, I'd have to hide the default services from these external users. The other option would be "un-defaulting" all services and assigning them manually to our +400 internal users, one by one, because there is no Services-Company, Services-Groups or Services-Queues associations on a vanilla OTRS.

Everyone uses Customer.pl. No one is allowed to open tickets by email or phone.
Also, internal users authenticate via LDAP, external users via OTRS DB.

>>> So, the question is: is there a way to hide default services from a group of users? <<<

Thank you in advance.

[root]

Hi,

This can be done with an ACL as long you have a distinct value for your database or LDAP customer user to differentiate them.

- Roy