Okay, I am totally new to OTRS and I have it installed and working (as far as I know). Main issue I have now, is that I want to create a queue for each agent (the techs working the tickets) but when user (AD backend) creates a ticket I want them to only have ONE queue to put them in. A catch all if you will. If this turns out to be a great tool, I may extend it to our HR team at which time I will have two queues for users to choose from; IT and HR. Once the ticket is created I want the agents to pull them into their own queue and work them.
Also is there a way to add to the new ticket window a service or ticket type drop-down type option?
Bob
limiting queue selection in new ticket creation
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Re: limiting queue selection in new ticket creation
Hi Bob,
Check out the setting CustomerPanelOwnSelection in the System Configuration. Left hand (key) the qeue name, right hand (value) the name which should be displayed to the user.
- Roy
Check out the setting CustomerPanelOwnSelection in the System Configuration. Left hand (key) the qeue name, right hand (value) the name which should be displayed to the user.
- Roy
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: limiting queue selection in new ticket creation
Queues per user are really bad design
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com