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
Choose specific customer users to create tickets in a specific queue. Possible?
Moderator: crythias
-
- Znuny newbie
- Posts: 21
- Joined: 04 Sep 2019, 02:37
- Znuny Version: 621
- Real Name: Daniel Grunblatt
- Company: Loche Sistemas
-
- Znuny superhero
- Posts: 888
- Joined: 15 Dec 2016, 15:13
- Znuny Version: All
- Real Name: Emin
- Company: Efflux GmbH
- Contact:
Re: Choose specific customer users to create tickets in a specific queue. Possible?
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
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
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/
Free and premium add-ons: German | English
Free and premium add-ons: German | English
-
- Znuny newbie
- Posts: 21
- Joined: 04 Sep 2019, 02:37
- Znuny Version: 621
- Real Name: Daniel Grunblatt
- Company: Loche Sistemas
Re: Choose specific customer users to create tickets in a specific queue. Possible?
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?
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?
-
- Znuny superhero
- Posts: 618
- Joined: 24 Feb 2012, 03:58
- Znuny Version: LTS and Features
- Real Name: Mo Azfar
- Location: Kuala Lumpur, MY
- Contact:
Re: Choose specific customer users to create tickets in a specific queue. Possible?
Perhaps, you are looking at Customer User - Group relation.
https://doc.otrs.com/doc/manual/admin/s ... roups.html
https://doc.otrs.com/doc/manual/admin/s ... roups.html
-
- Znuny newbie
- Posts: 21
- Joined: 04 Sep 2019, 02:37
- Znuny Version: 621
- Real Name: Daniel Grunblatt
- Company: Loche Sistemas
Re: Choose specific customer users to create tickets in a specific queue. Possible?
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?