RE: [otrs] Re: Deleting Users, Queue , System Address

Seigafuse, Mike Sat, 27 Dec 2003 06:40:30 -0800

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From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of kannan v
Sent: Saturday, December 27, 2003 5:37 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Re: Deleting Users, Queue , System Address

Hi Emmanuel,

I tried it but then also all the valid queus are listed in the To field

in the New Ticket creation page for the Customer user regardless of the

group and ro rw privileges to that queue.

Thanking You,

with much regards,

Kannan

Emmanuel ESCARABAJAL <[EMAIL PROTECTED]> wrote:

Hi,

you should create a group for developpers (devel) , then create a queue
(devel-queue) with devel as group. Only users from the group devel with
ro or rw rights (look in users<->group to set them ) will have access to
that queue ... simple.

MaNU

kannan v a écrit:

> Hi Mark,
>
> The need for hiding some queues from the customer is like this ;
> I have a queue that is used only by the developers ( say, Developer
> queue ) for submitting release plans . Another queue is there for the
> end users ( say Support queue ) All the developers are given admin
> privileges and they user the phone view to enter a new request to
> the Developer queue. So my need is to hide this Developer queue from the
> end user community. can you suggest any any ideas ?
>
> regards,
&g t;
> Kannan.
>
> "Grimes, David" <[EMAIL PROTECTED]>wrote:
>
> I have been curious about the same thing. I want to have a default queue
> that everything comes into which would then be delegated out to the
> appropriate queue by the helpdesk lead. I have accomplished this by
> creating
> sub-queues. So for instance I have a generic queue called helpdesk
> and as
> sub-queues I have created network systems and phone. Maybe you can
> try doing
> it that way. One note, I do still show two queues in the To: list the
> Postmaster queue is showing up and I'm not convinced deleting it
> from the
> queue list is such a good idea. Would it break something to do so? I'm
> Kannan the less options presented to a user the more simple it is
> for them.
>
>
> Regards
> DG
>
> -----Original Message-----
> From: Mark Mertel [mailto:[EMAIL PROTECTED]
> Sent: Thursday, December 25, 2003 11:06 PM
> To: User questions and "discussions about OTRS.
> Subject: Re: [otrs] Re: Deleting Users, Queue , System Address
>
> Kannan,
>
> there's always a way - and if not, there's probably a hack. What
> criteria are you planning on using to filter the queues ? I mean, why
> display some and not others, and if they don't display, why even have
> them ? You could probably us the 'valid' strategy here as well, couldn't
> you ?
>
>
> On Fri, 2003-12-26 at 02:59, kannan v wrote:
> > Hi,
> > Thanks all. It will be very helpful if there is a provisioin for
> > deleting the obects
> > from the database in an enterprise scenario with a large no of
> users..
> > For now , i will use the "valid" field to serve my purpose.
> >
> > Can any one answer my second probl em . ( Listed Below )
> >
> > >Also it will be very helpful if some one can tell me about how
> > > to restrict the queues ( OR emai id's ) that gets listed in the To
> > field of >the Customer Message in terface that is used to create New
> > Ticket.
> > > ( That is , I don't want to display all the queues OR system emai
> > ids
> > > in the New Ticket Creation Page because this causes confusion
> in the
> > > customer users ).
> >
> >
> > Thankin you,
> >
> > Kannan.
> >
> >
> >
> >
> >
> > Mark Mertel wrote:
> > After getting OTRS installed on my laptop, I see that all
> > should need to do
> > is mark the user, queue, whatever to invalid, or
> > invalid-temporarily. So,
> > don't go mucking around with your database ;>)
> >
> >
> > kannan v writes:
> >
> > > Dear All,
> > >
> > > I have installed OTRS and slowly getting acquainted with its
> > nice features. Want to know whether there is a provision for
> > deleting users,
> > > ( both customer and Agent ) , Queue and System Address. If
> > ther e
> > > is no interface , kindly guide me about the sql's to run on
> > the DB for the
> > > removal of the above that will also delete all the
> > dependencies.
> > >
> > > Also it will be very helpful if some one can tell me about
> > how
> > > to restrict the queues ( OR emai id's ) that gets listed in
> > the To field of the Customer Message interface that is used to
> > create New Ticket.
> > > ( That is , I don't want to display all the queues OR system
> > emai ids
> > > in the New Ticket Creation Page because this causes
> > confusion in the
> > > customer users ).
> > >
> > > Again, congrats to the developers of OTRS for a really good
> > product .
> > >
> > > Thanking you,
> > >
> > > Kannan.
> > >
> > >
> > >
> > >
> > >
> > >
> > >
> > >
> > > Yahoo! India Mat rimony: Find your partner online.Post your
> > profile.
> >
> >
> > ---
> > Mark Mertel
> > [EMAIL PROTECTED]
> > Phone 206-322-9074
> > Cell 206-409-2018
> >
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> >
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RE: [otrs] Re: Deleting Users, Queue , System Address

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