How to hide queue for customers
Moderator: crythias
How to hide queue for customers
How to do this, hiden queue for customers but not for agents. Please help.
Last edited by Kris1992 on 09 May 2016, 09:26, edited 1 time in total.
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- Znuny expert
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Re: How to hide queue for customers
Do you want to all the "Select a queue" field from the form or just some queues from the list?
In case 1, you can do it with the config Ticket -> Frontend::Customer::Ticket::ViewNew and change the Ticket::Frontend::CustomerTicketMessage###Queue value (Careful, you'll also need to set the default queue).
For second case, you'll need to create an ACL that hides some queue from Customers UI.
In case 1, you can do it with the config Ticket -> Frontend::Customer::Ticket::ViewNew and change the Ticket::Frontend::CustomerTicketMessage###Queue value (Careful, you'll also need to set the default queue).
For second case, you'll need to create an ACL that hides some queue from Customers UI.
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- Znuny wizard
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Re: How to hide queue for customers
In my opinion, it would be better to enable "Customer Users <-> Groups" support and filter the queues on customer interface with permissions on their related groups.wheelshot wrote:For second case, you'll need to create an ACL that hides some queue from Customers UI.
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.
ITSM and FAQ modules installed.
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- Znuny wizard
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Re: How to hide queue for customers
It's not a good idea. If you disable Queues for Customers via Group, customers can't see tickets in the customer portal.Giulio Soleni wrote:
In my opinion, it would be better to enable "Customer Users <-> Groups" support and filter the queues on customer interface with permissions on their related groups.
I wouldn't recommend enable Queue selection for customers. Queue is a work group in your service desk and the client shouldn't care where the request will be processed. You need enable only ticket Type and Service in customer interface and setup service&type based routing via Generic Agent or use some default queue.
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
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- Znuny wizard
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Re: How to hide queue for customers
Not exactly... they will see the only the tickets for the queues they are enabled.alexus wrote:If you disable Queues for Customers via Group, customers can't see tickets in the customer portal.
I personally do not take this approach, and I do not make use of services in a plain OTRS::Helpdesk environment (where queues are enabled in the customer portal by design) unless the ITSM module is enabled.alexus wrote:You need enable only ticket Type and Service in customer interface and setup service&type based routing via Generic Agent or use some default queue
But this is just my opinion of course
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.
ITSM and FAQ modules installed.
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- Znuny wizard
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Re: How to hide queue for customers
I agree, but customer needs to have a possibility to see ticket across whole lifecycle.Giulio Soleni wrote: alexus писал(а):
If you disable Queues for Customers via Group, customers can't see tickets in the customer portal.
Not exactly... they will see the only the tickets for the queues they are enabled.
You can use Services in OTRS Helpdesk also. Having based on our large experience in OTRS implementation projects I can say that queue selection for a customer is definitely a bad practice. I don't know why OTRS has these default system settings . It fully contradicts any common sense, ITIL recommendations and service management approach!Giulio Soleni wrote:I personally do not take this approach, and I do not make use of services in a plain OTRS::Helpdesk environment (where queues are enabled in the customer portal by design) unless the ITSM module is enabled
You can see how in OTRS portal should look like here - http://demo.radiantsystem.com
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?