Hi,
To complete Michiel addons, you can list system Address instead of Queue
in Customer Frontend.
Go in SysConfig Ticket -> Frontend::Customer::Ticket::ViewNew ->
CustomerPanelSelectionType: SystemAddress.
Hope this help.
Le 12/03/2010 19:29, Claudio Tassini a écrit :
Hi Michiel,
I've used the "Whitelisting Queue" method you described in the wiki to
achieve what I needed, but I still have the "problem" that the
customer needs to select the queue from the drop-down menu when
creating a new ticket... which in my case is quite because I have only
one queue in the list.
So I tried to follow the procedure under "Setting a Default Queue" in
your page but it doesn't seem to work... maybe because I have the
CustomerPanelOwnSelection option enabled.
In the "Ticket" group, under Frontend::Customer::ModuleRegistration ,
I've set the Link option
of CustomerFrontend::Module###CustomerTicketMessage to this:
Action=CustomerTicketMessage?Dest=2||PrimoLivello
where "2" is the queue id (taken from the DB) and "PrimoLivello" is
its name.
I get this error when i click on "New Ticket" from the customer interface:
ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Mar 12 19:20:16 2010
Message: Module
Kernel/Modules/CustomerTicketMessageDest2PrimoLivello.pm not found!
Traceback (14639):
Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1)
Line: 185
Module: /opt/otrs/bin/cgi-bin/customer.pl <http://customer.pl>
(v1.42) Line: 48
Any idea?
2010/3/12 Claudio Tassini <claudio.tass...@gmail.com
<mailto:claudio.tass...@gmail.com>>
Thank you very much that was exactly what I needed... I wasn't
able to find that in previous posts :/
2010/3/12 Michiel Beijen <michiel.bei...@otrs.com
<mailto:michiel.bei...@otrs.com>>
Hi Claudio,
We had a similar topic on the list just recently. I've used
this to
compile a page with some hints here:
http://wiki.otrs-forum.de/index.php?title=Queues_in_Customer_Front_End
Hope it helps!
((enjoy))
-
Michiel Beijen
R&D
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On Fri, Mar 12, 2010 at 4:57 PM, Claudio Tassini
<claudio.tass...@gmail.com <mailto:claudio.tass...@gmail.com>>
wrote:
> Hi all,
> I'm trying to deploy OTRS in my environment and to configure
it to suite my
> company's needs. I want customers to login in the web
interface and create
> tickets that should _always_ go in a "default" queue, the
same for all
> customers. They should not have access to any other queue I
configure.
> Once the ticket is in the system, my first level support
should be able to
> move it in the appropriate queue, I would need several of
them, each one
> linked to a dedicated group. This is OK so far, I managed to
do this
> using CustomerGroupSupport .
> The problem is that now the customers logged in the web
interface can't even
> see the status of the ticket in the new queue, nor can they
reply to notes
> placed by the agent, while I want customers to be able to
follow the entire
> lifecycle of the ticket through any queue.
> Can I simply give customers the ability to read and reply to
tickets in any
> queue, but prevent them to create/move tickets in any queue
other than the
> "raw" one?
> Thank you in advance
> --
> Claudio Tassini
>
>
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