New queue no showing in To: field

[juesor]

I posted this in General but now I'm thinking its in the wrong place.

I added a new queue to OTRS 6.0.19(yes I need to upgrade) but when I have customers sign in and they click to create a new ticket they do not see that new queue in the To: field.

I've added it to otrs/Kernel/Config.pm under CustomerGroupAlwaytsGroups but that doesn't seem to be correct.

I'm not sure how or why this isn't working.

[wurzel]

Hi,

CustomerGroups active? --> put the customers (or customer users) in the correct group.
check ACL if something is restricted.

Flo

[juesor]

Customer's can see other groups in the To: field just this new Queue doesn't show.

I do not have ACL's since it's private and all users are LDAP users are users.

And my customer user default groups show all my queues that I set up in Config.pm

[juesor]

Also thanks for responding.

I'm scratching my head as it's on the customer.pl page

[juesor]

Ok scratch my problem.

What do you do when you need to add a new queue to OTRS?

Do you utilize the customer.pl web interface?

How do you get your new queue to be available as a drop-down selectable?

Also, I've seen a lot of talks about OTRS 7 and 8 staying paid and OTRS 6 being the last CE edition. Does this sway anyone away from OTRS?

Hopefully, this brings light to something that I am missing.

Thank you and have a great day.

[juesor]

Ok so i have 23 queues and only see 10 in the To: field.

I've found
viewtopic.php?f=62&t=4830#p25069

But its 9 years old so does it still apply?

[juesor]

Ok, so I found that some way I need to change something to define the queue id's.

select id, name from otrs.queue;

that gave me the id and name of the queues i picked 7 that i would like to show
5 6 10 12 14 15 23
currently it shows
1 2 5 6 10 12 14 15 16 17

but really viewtopic.php?f=62&t=4830#p25069 which is otrs 3 and I'm not finding anything for otrs 6. It's like no one has ever had this problem and I'm just flipping through this for no reason and I need to just switch to Spiceworks because it's apparently better and easier to maintain.

[wurzel]

Hi,

if you create a queue (Admin > Queues Area) you assign a group.

In a default configuration all queues are shown in customer.pl

If not, you have three things to check:

- Is CustomerGroups enabled? If yes, put the CustomerUser in the group.
- Do you have restricted the Queues via ACL? Adjust your ACL
- In OTRS you can have a so called "Queue Mapping" to display different queue names in the frontend than the real name. In OTRS7 it is called "ExternalFrontend::QueueMap" Please check if you have similar setting in your community edition "Queue" or "Map" or similar.

The technical behaviour in 6, 7 and 8 is identical, only the name of the config in system configuration might be changed.

There are no more options you can set queue settings for customer.pl AFAIK

Cheers
Florian

[wurzel]

Hi,

What do you do when you need to add a new queue to OTRS?

following steps I perform before adding a queue:
add a group (check permission concept) and assign agents/roles
add a e-mailadress
add a signature
add a salutation
add a calendar
add a queue

Do you utilize the customer.pl web interface?

Yes.

How do you get your new queue to be available as a drop-down selectable?

check my previous posting

Also, I've seen a lot of talks about OTRS 7 and 8 staying paid and OTRS 6 being the last CE edition. Does this sway anyone away from OTRS?

OTRS7 + 8 is for paying customers only, you need a valid contract.
OTRS6 is latest Community Edition right now.

Check https://community.otrs.com/ for upcoming news.

Florian

[juesor]

Thank you for the post I've gone through everything and nothing is looking incorrect. My queue is setup i can assign tickets and users can work tickets its only the issue with the Customer.pl To: field.

So digging around more this morning.

System Configuration> Frontend> Customer> View> TicketMessage

Customer PanelSelectionString is set to "<Queue>"
CustomerPanelSelectionType is set to "Queue"

So it is my understanding that CustomerPanelSelectionString says that it.

Determines the strings that will be shown as recipient (To:) of the ticket in the customer interface. For Queue as CustomerPanelSelectionType, "<Queue>" shows the names of the queues, and for SystemAddress, "<Realname> <<Email>>" shows the name and email of the recipient.

Now that doesn't make sense because like I said previously I only see 10 of the 23 queues in that view. So where is the option to set priority for the
queue to be in that 10 selections?


The only thing I couldn't figure out was:

- In OTRS you can have a so called "Queue Mapping" to display different queue names in the frontend than the real name. In OTRS7 it is called "ExternalFrontend::QueueMap" Please check if you have similar setting in your community edition "Queue" or "Map" or similar.

I don't see anything like that. I upgraded OTRS last night and am now on the latest version of OTRS6 otrs-6.0.28-01.noarch.rpm.

[wurzel]

Hi

can you show a screenshot of your customer.pl
do you use additional features?
Is it vanilla code?
Can you show the screenshot Admin panel CustomerGroup <-> Group
Can you show the permissions of a user?
Can you paste your Queues with assigned queues?
Can you export and show your ACL?

Flo

[crythias]

The Queue is a member of a Group
If the CustomerGroupAlwaysGroups doesn't have that group then it won't show.

Or take a look at this ancient thread.

[juesor]

That worked. So comment out the option Config.pm.

/otrs/index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Frontend::Customer

I added users to "CustomerGroupCompasnyAlwaysGroups"

Then modified the members of "CustomerGroupAlwaysGroups" adding the Queue descriptions and that locked down what queues are shown in the To: field.