Filter queue-based ticket type

dfoliveira · Post by **dfoliveira** » 27 Jul 2020, 05:35

I am implementing OTRS for several departments in the company and I would like to filter the "type" field so that it displays the types of requirements for the specific department. For example, in TI displays Incidents and Requirements, but not Legal, only "Legal Advice" should appear

All tickets are open via the customer portal, and provide only "Queue", "Subject" and "Content" to open the ticket so, thought about filter or Queue-Based Call Type, because it no longer works correctly when it is Open.
Otrs v6.0.29

Thank you.

alexus · Post by **alexus** » 30 Jul 2020, 03:16

Could you please show your Types

wurzel · Post by **wurzel** » 30 Jul 2020, 09:53

Hi,

it seems you have to use ACL. But without having more details it is just a guess

Flo

dfoliveira · Post by **dfoliveira** » 31 Jul 2020, 15:23

I added the types I use in OTRS (attachment).

Thank you

alexus · Post by **alexus** » 31 Jul 2020, 16:19

dfoliveira wrote: ↑31 Jul 2020, 15:23 I added the types I use in OTRS

You have a system design problem. Ticket type is a process. Incident, Request, Problem, RFS
It is highly recommended to use ticket types strictly as intended.
New is Status.
Legal and Access are Services.

Znuny and ((OTRS)) Community Edition

Filter queue-based ticket type

Filter queue-based ticket type

Re: Filter queue-based ticket type

Re: Filter queue-based ticket type

Re: Filter queue-based ticket type

Re: Filter queue-based ticket type