Limit queues access but letting customer view all

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IXLabs
OTRS newbie
Posts: 43
Joined: 26 Mar 2013, 16:32
OTRS Version?: 3.2.2
Real Name: Nicolas Unterberger
Company: IXLabs

Limit queues access but letting customer view all

Post by IXLabs »

Hi folks.

Im facing a request that it should be easy but i dont know how.

Scenario:

We have 2 levels of technicias, level 1 ad level 2. With a Queue, called tickets with 2 subqueues, level 1 and level 2.
Every ticket generated go to level 1, and he technicias must decide if this tickets belongs to the or should be scalated.
I want only to limit de access to the level 2 to the technicians of level 1, and i can do it if i put the queue property to the group of technicians of level 2. Right, this works.

The problem comes when someone put a ticket on queue level 2 and the customer want to acces the ticket througt the portal systema: it says "you dont have permissions" C'mon, what a strange behavior is this? customer, from my point of view, should access the queues i want but i cant.
It seems it need to be made using ACL, but i dont know exactly how.

Thanks!

jojo
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Re: Limit queues access but letting customer view all

Post by jojo »

switch off customer group support
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IXLabs
OTRS newbie
Posts: 43
Joined: 26 Mar 2013, 16:32
OTRS Version?: 3.2.2
Real Name: Nicolas Unterberger
Company: IXLabs

Re: Limit queues access but letting customer view all

Post by IXLabs »

If i switch of customer groups, should i assign manually my more than 2000 customers to any group?

jojo
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Re: Limit queues access but letting customer view all

Post by jojo »

customers do not need to be assigned to groups
"Production": OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

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