Choose specific customer users to create tickets in a specific queue. Possible?

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lochesistemas
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Choose specific customer users to create tickets in a specific queue. Possible?

Post by lochesistemas »

Hi!

I'm wondering if it's possible to let some specific customer users (aka area responsibles) to create tickets in a specific queue. I mean, not everyone should create tickets in that particular queue but some. I tried grouping and also creating a role and I really fell "dizzy" not understanding how to relate that particular group or role to be able to create tickets in that particular queue.

Thanks in advance!
Daniel

zzz
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Re: Choose specific customer users to create tickets in a specific queue. Possible?

Post by zzz »

Hello Daniel,

An example:
Create a group called 'Queue1' for your equally called queue and save in the queue setting.
Go into Agent <-> Group and select the user that should be able to do anything with this queue except for creating a ticket.
Select everything except for RW and Create.

Et voilà, you're done.
Remove the Agent <-> Group connection, create a role and this time do the same thing with the role instead of the agent.
Finally, connect the agent to the role.

Best regards
Emin
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lochesistemas
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Re: Choose specific customer users to create tickets in a specific queue. Possible?

Post by lochesistemas »

Thanks for the quick reply but didn't work...

I'll try to explain it a little bit different..

I already have a queue called "purchases" where some administrative agents already have full access to that specific queue to process the tickets.
Now, let's say I have 100 customer users all related to the same customerid. But I don't want all of them to create tickets in that purchases queue. Only supervisors. Therefore, I already created a supervisors group and selected all the supervisors. Now, I need to give them create permission for that specific purchases queue but as customers and not as agents. Is that possible?

skullz
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Re: Choose specific customer users to create tickets in a specific queue. Possible?

Post by skullz »

Perhaps, you are looking at Customer User - Group relation.

https://doc.otrs.com/doc/manual/admin/s ... roups.html

lochesistemas
OTRS newbie
Posts: 21
Joined: 04 Sep 2019, 02:37
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Real Name: Daniel Grunblatt
Company: Loche Sistemas

Re: Choose specific customer users to create tickets in a specific queue. Possible?

Post by lochesistemas »

Thanks for your reply. I sat down and read it 3 times before posting this message. I didn't understand why should I use customer user group relation. As far as I understood, I create a customer user group, assign some customer users there and then, assign the group proper permissions in the queue. Is that correct? Well.. I created a customer user group and assigned the supervisors there with RW. Now, how am I suppose to assign that specific group to the queue? And, let's say that I change the current group with the new supervisors one. What about the agents that belong to a specific group in order to attend those tickets?

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