OTRS 5 Customer can reply but not create ticket in determined Queue
Moderator: crythias
-
- Znuny newbie
- Posts: 3
- Joined: 23 Jul 2018, 18:59
- Znuny Version: OTRS5
- Real Name: Vítor Finato
- Company: Zella Sistemas
OTRS 5 Customer can reply but not create ticket in determined Queue
Hello, we're setting up the OTRS to our daily use here at the company, we stumbled in a difficult path, to give authorization to customer to just reply tickets from the dev queue, but not create new ones at this queue, they would only open at support queue. Is this possible? If so, can anyone explain to me?
Re: OTRS 5 Customer can reply but not create ticket in determined Queue
Hi,
customer groups, ACLs or the easiest way set a default queue in system configuration settings
Florian
customer groups, ACLs or the easiest way set a default queue in system configuration settings
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
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OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
-
- Znuny newbie
- Posts: 3
- Joined: 23 Jul 2018, 18:59
- Znuny Version: OTRS5
- Real Name: Vítor Finato
- Company: Zella Sistemas
Re: OTRS 5 Customer can reply but not create ticket in determined Queue
Hi,
I've tried to use ACL but wasn't successfull, as I'm new at OTRS configuration (still going throught a hell out of manuals and stuff) I get confused very often.
Can one on default queue, let's say, permision to reply other queue but not open new tickets? If so, can you point me out a direction to doc that show example of functionallity? Or, if you know the right ACL to config, point me out how to?
Thanks.
I've tried to use ACL but wasn't successfull, as I'm new at OTRS configuration (still going throught a hell out of manuals and stuff) I get confused very often.
Can one on default queue, let's say, permision to reply other queue but not open new tickets? If so, can you point me out a direction to doc that show example of functionallity? Or, if you know the right ACL to config, point me out how to?
Thanks.
-
- Znuny newbie
- Posts: 3
- Joined: 23 Jul 2018, 18:59
- Znuny Version: OTRS5
- Real Name: Vítor Finato
- Company: Zella Sistemas
Re: OTRS 5 Customer can reply but not create ticket in determined Queue
I hate to do this, but I'll have to bump the topic. Can anyone help me out?
Re: OTRS 5 Customer can reply but not create ticket in determined Queue
Hi,
system configuration
Ticket::Frontend::CustomerTicketMessage###QueueDefault
ACL check here
http://doc.otrs.com/doc/manual/admin/st ... -reference
set your Action to the right Customer Ticket Action and your queue.
Florian
system configuration
Ticket::Frontend::CustomerTicketMessage###QueueDefault
ACL check here
http://doc.otrs.com/doc/manual/admin/st ... -reference
Code: Select all
Properties => {
# the used frontend module
Frontend => {
Action => ['AgentTicketPhone', 'AgentTicketEmail'],
},
Possible => {
# possible ticket options (white list)
Ticket => {
Queue => ['Hotline', 'Coordination'],
set your Action to the right Customer Ticket Action and your queue.
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.