Customer sees all queues when creating a new ticket

[rajbps]

Hi Team,

I have installed the latest version of otrs on centos 7.

There are a few customer companies and I created a user for 1 company.

Each company has its own queue and filters are supposed to filter the support email coming in and put them in the right queue.
The only thing is when a customer user logs on and tries to create a new ticket, on the option of "To" field, they can see all the queues.

Is there a way for each customer to see only their queue only and that option is populated automatically?

Thanks

Rajbps

[rajbps]

anyone any ideas please?

[nd0]

Did you create a GROUP for each company? Did you assign the USER to a GROUP?

If you have customer "company A" and customer "company B" you have to create a GROUP "company A" and a GROUP "company B". Then go to QUEUE "company A" and assign it to GROUP "company A" and do the same with the QUEUE "company B".

[rajbps]

Yep have that butstill no joy.

I have company A and company B
Created a group called A and anothet one called B.

Queue for A has undfer groups A and for B as group B.

When customer A logs on and goes to create a new ticket, in the "To" field if he puts the mouse there, he can see all the queue as a drop down.

I would like him to see just his queue.

Cheers,

Rajbps

[RodrigoPetter]

In Roles>Groups the group of your user must have only the CREATE permition enable.

The next example permits to the ROLE "Atendente do 2º Nível" open tickets in the groups checked if it have a queue associated (sorry for my bad english )

grupos.png

Another way that you can do that, is to use an ACL to control it. In the example, only the queue "1-Central de Serviços - Service Desk" will be displayed in the combo box when creating a new ticket by phone.

grupos.png

[rajbps]

Can anyone assist on creating ACLs please?

I feel lost

Campany A has a queue Called Company Queue A

The customerID for Company A is 1

The idea is do allow only users from company A to see the queue of Company A when they log a ticket.

If anyone can assist with an example as what I need to do this this specific case.

I am sure its easy but I cant get my head around it

Cheers,

Rajbps

[rajbps]

Hi Team,

Anyone willing to assist on this one. I can provide beer money for the help

[Andrew05151]

I have a very similar set up as you - I just tested on mine and I cannot see all the Queues when I am logged in as someone from "Company A" and I am not using ACLs. So, it has got to be something to do with your Group -> Agent configuration.

You Create Group Company A. Then you create Agent and assign him into Group A. Queue Company A is set to Group A.

Now when you create Group Company B, be sure that this group has NO privileges on A. No Create, Move_into, RO, etc. Just no check boxes in Group A's line at all.

That should effectively hide A from B.

ACLs are not needed for this.

[rajbps]

Hiya,

This is not for the agents but for the customers that log on the customer portal.
Will this work for the customers that log from the customer portal?

Rajbps

[skullz]

Hi Team,

I have installed the latest version of otrs on centos 7.

There are a few customer companies and I created a user for 1 company.

Each company has its own queue and filters are supposed to filter the support email coming in and put them in the right queue.
The only thing is when a customer user logs on and tries to create a new ticket, on the option of "To" field, they can see all the queues.

Is there a way for each customer to see only their queue only and that option is populated automatically?

Thanks

Rajbps

Use ACL should be enough..based on CustomerID

For example,
customer a customer_id = INTERNAL
customer b customer_id = INTERNAL
customer c customer_id = PUBLIC
customer d customer_id = PUBLIC

INTERNAL should see IT queue only, PUBLIC should shee Helpdesk queue only.


ACL-001

Code: Select all

Properties
-CustomeUser
--UserCustomerID = INTERNAL

-Frontend
--Action = CustomerTicketMessage

Possible 
-Ticket
--Queue = IT

ACL-002

Code: Select all

Properties
-CustomeUser
--UserCustomerID = PUBLIC

-Frontend
--Action = CustomerTicketMessage

Possible 
-Ticket
--Queue = Helpdesk

[rajbps]

Hi skullz,

That`s what I needed indeed

I have made slight changes to the acl example to suit my needs.

PM me your email address and I send you the beer money as promised

Cheers again

Rajbps

[skullz]

Hi skullz,

That`s what I needed indeed

I have made slight changes to the acl example to suit my needs.

PM me your email address and I send you the beer money as promised

Cheers again

Rajbps

no need..

[rajbps]

you sure man you assisted me with exactly what I needed to you deserve your beer money

Cheers again though

Rajbps

[rajbps]

Hi Skullz,

Last one if I may. When a customer logs on the customer portal to create a new ticket, on the "* To field" by default its empty and if you click on it, I get the only queue that needs to be there.
Is there a way for that to be popullated automatically by any chance?

Rajbps

[skullz]

Hi Skullz,

Last one if I may. When a customer logs on the customer portal to create a new ticket, on the "* To field" by default its empty and if you click on it, I get the only queue that needs to be there.
Is there a way for that to be popullated automatically by any chance?

Rajbps

Nope by ACL

You can take a look at
Sysconfig > Ticket > Frontend::CustomerTicketMessage > Ticket::Frontend::CustomerTicketMessage###QueueDefault

but its for all..