Michiel, thank you very much, not it works :)
However, I've noted that if you use your "Whitelisting queues" procedure and you set a "Content" value which is different from the "Key" value (to show a text different than the real queue name in the customers' interface) in CustomerPanelOwnSelection under Ticket -> Frontend::Customer::Ticket::ViewNew , you must as well use the value of that same value as the "queue name" in the "Action" instead of the real queue name to make it work. Maybe you could add a note to this in the wiki ;) Many thanks again! 2010/3/15 Michiel Beijen <michiel.bei...@otrs.com> > Claudio, > > I'm sorry, I messed around with the formatting of the URL on the wiki > page. Also somebody added the missing parameter StoreNew to the wiki > page, thanks for that! > > So this is the actual text snippet: > > "Setting a default queue" > > You can set a default queue by change the SysConfig Option "Action" in > Frontend::Customer::ModuleRegistration below "Ticket"-Group to > something like: > Action=CustomerTicketMessage;Subaction=StoreNew;Dest=1||Postmaster > where 1 is the Queue ID and Postmaster is the queue name. > > see http://wiki.otrs-forum.de/index.php?title=Queues_in_Customer_Front_End > > ((enjoy)) > - > Michiel Beijen > R&D > > Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] > > OTRS AG > Norsk-Data-Str 1. > 61352 Bad Homburg > Germany > > T: +31 (0) 6457 42418 > F: +49 (0) 9421 56818-18 > I: http://www.otrs.com/ > > Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial > register: 10751, Tax ID: 003 240 > 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André > Mindermann (CEO), Martin Edenhofer > > > On Fri, Mar 12, 2010 at 7:29 PM, Claudio Tassini > <claudio.tass...@gmail.com> wrote: > > 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 (v1.42) Line: 48 > > Any idea? > > 2010/3/12 Claudio Tassini <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> > >>> > >>> 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 > >>> > >>> Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] > >>> > >>> OTRS AG > >>> Norsk-Data-Str 1. > >>> 61352 Bad Homburg > >>> Germany > >>> > >>> T: +31 (0) 6457 42418 > >>> F: +49 (0) 9421 56818-18 > >>> I: http://www.otrs.com/ > >>> > >>> Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial > >>> register: 10751, Tax ID: 003 240 > >>> 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André > >>> Mindermann (CEO), Martin Edenhofer > >>> > >>> > >>> > >>> > >>> On Fri, Mar 12, 2010 at 4:57 PM, Claudio Tassini > >>> <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 > >>> > > >>> > --------------------------------------------------------------------- > >>> > OTRS mailing list: otrs - Webpage: http://otrs.org/ > >>> > Archive: http://lists.otrs.org/pipermail/otrs > >>> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >>> > > >>> > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > >>> > http://www.otrs.com/en/support/enterprise-subscription/ > >>> > > >>> --------------------------------------------------------------------- > >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ > >>> Archive: http://lists.otrs.org/pipermail/otrs > >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >>> > >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > >>> http://www.otrs.com/en/support/enterprise-subscription/ > >> > >> > >> -- > >> Claudio Tassini > > > > > > > > -- > > Claudio Tassini > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > -- Claudio Tassini
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