OTRS 5 Customer can reply but not create ticket in determined Queue

[vitorfinato]

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?

[wurzel]

Hi,

customer groups, ACLs or the easiest way set a default queue in system configuration settings

Florian

[vitorfinato]

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.

[vitorfinato]

I hate to do this, but I'll have to bump the topic. Can anyone help me out?

[wurzel]

Hi,

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