Hi Guys, and Girls
(?),
I am new to the OTRS
system and so far am 'very' impressed.
I do have one
question that from the documentation I thought was possible but that I've not
managed to duplicate yet.
Chapter 2.3 of the
documentation lead me to believe I could have one queue for my core product.
Users would logon to the web site and create a support ticket by filling in the
form. My understanding was that I could have someone look at this queue and
assign the bug to a sub or component queue for a specialist to look
at.
What I don't want is
the customers to be able to select any of the sub queue's only an agent should
be able to do this. However once an agent has responded to a ticket I do want
the user to be able to view and update the ticket.
So far I have
managed to either configure the system so that users can't see sub component
queue's or have read only access to the queue's, however read only access means
they can't post follow up messages.
Is there a config
file that I could change so that the web page that shows queue's only has the
'top level' queue in it regardless of read and write access to the sub queue's.
This way I could all customers full access to the sub queue's but they wouldn't
know about them until after someone has replied from a component
queue.
Sorry if this has a
mix of the wrong terminology in it and thanks in advance.
Regards.
------------------
Henry
Carpenter
Operations
Manager
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