Limit creating of ticket to only known customer users

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JHS
Znuny newbie
Posts: 25
Joined: 13 Oct 2016, 11:22
Znuny Version: 6 PL 4

Limit creating of ticket to only known customer users

Post by JHS »

Good day all!

I have the following question:
At this moment agent are able to create tickets by using an email address of the customer even when they are not created as a customer user in OTRS.
They are, of course , not linked to the customer itself which is an issue in our situation.

Is it possible to prohibit the creation of tickets only when the agent has selected (at lease one) a customer user that is know in OTRS?
I can't seem to find a sysconfig item for it?

Thanks in advance!
OTRS 6.0.5
skullz
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Posts: 618
Joined: 24 Feb 2012, 03:58
Znuny Version: LTS and Features
Real Name: Mo Azfar
Location: Kuala Lumpur, MY
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Re: Limit creating of ticket to only known customer users

Post by skullz »

If you are referring by controlling Agent phone ticket, might be possible via ACL.

1st ACL to hide all the queue name. (Without queue, impossible to create a phone ticket)
2nd ACL to enable queue name upon CustomerID is existed. (This is because registered customer user have customer id)

**Not tested
========================================
Name: ACL-001
Comment: Hide All Queue By Default

Properties
- Frontend
-- Action
--- Agent TicketPhone

Possible
-- Ticket
--- Queue : NOTEXIST
========================================

========================================
Name: ACL-002
Comment: Enable Helpdesk Queue Upon CustomerID existed

Properties
- Frontend
-- Action
--- Agent TicketPhone

- CustomerUser
-- UserCustomerID
--- [RegExp].+

PossibleAdd
-- Ticket
--- Queue : Helpdesk
========================================
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