>
> Unfortunately, that doesn’t work very well if you are offering multiple
> services to each customer. If I read ITIL correctly, services vs customers
> is potentially a many-to-many relationship, eg services are predefined
> “things you offer” to zero or more consumers (note that in a
> highly-c
I thank you for the insight, and in my limited view, I'm thinking of "Services"
to handle the segregation as -- I'd hope -- only the assigned services would be
available to the customer, meanwhile the queue would be the type of thing your
agents would generically provide. The Service is unique t
it's possible do the same thing in the kernel/config.pm?
On 12 July 2012 14:08, Carlos Ribas wrote:
> Hello Stephan,
>
> This trick is what I was looking for! Thank you.
>
> Best regards,
>
> -
> Carlos Eduardo Ribas
>
>
>
> 2012/7/11 Stephan Lang
>
>> Hi
>>
Hello Stephan,
This trick is what I was looking for! Thank you.
Best regards,
-
Carlos Eduardo Ribas
2012/7/11 Stephan Lang
> Hi
>
> you can limit the queues visible when creating a ticket in web interface
>
> Config-Setting:
>
> $Self->{'CustomerPane
ustomerA-service1, customerA-service2 are easy
> for them to grok immediately, and having your agents concentrate on the
> “-service1, -service2” parts is a fairly easy adaptation.
>
> ** **
>
> ** **
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@ot
ednesday, July 11, 2012 4:05 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Queue permission
I know that people keep asking this type of question ... why do you want a
customer based queue? Last conversation I had was inconclusive. Basically, the
person wanted it because t
I know that people keep asking this type of question ... why do you want a
customer based queue? Last conversation I had was inconclusive. Basically,
the person wanted it because they wanted it.
What's the point in segregating queues from (between) customers? (yes, you
*can* do it, but *why* do yo
Hi
you can limit the queues visible when creating a ticket in web interface
Config-Setting:
$Self->{'CustomerPanelOwnSelection'} = {
'Junk' => 'First Queue',
'Misc' => 'Second Queue'
};
http://doc.otrs.org/3.1/en/html/Ticket.html#Ticket:Frontend::Customer::Ticket::ViewNew
Mit freundli
Alvaro,
Ok. So, to my purpose, I have to have two groups or create my own rule.
Thanks,
-
Carlos Eduardo Ribas
2012/7/11 Alvaro Cordero
> Actually you can make groups avaiable to customer, not queues, for
> that (groups) you can use either customergroupA
But a customer can open a ticket and when he does it, he can choose a queue
(if there are a lot of them).
2012/7/11 Ugo Bellavance
> On 2012-07-11 15:03, Carlos Ribas wrote:
>
>> Hello All,
>>
>> I´m new with OTRS. I installed the latest version and now I'm
>> trying to understand how it w
Actually you can make groups avaiable to customer, not queues, for
that (groups) you can use either customergroupAllwaysGroup or
Customer<->Group feature, but eitherway once you enable a group for a
customer they can see everything (All queues).
Another posibility is to create your own ACLs in Co
On 2012-07-11 15:03, Carlos Ribas wrote:
Hello All,
I´m new with OTRS. I installed the latest version and now I'm
trying to understand how it works. I´m reading the manual page, but one
point is not clear to me.
I can set groups, roles and queues. My doubt is if it is possible
to have
Hello All,
I´m new with OTRS. I installed the latest version and now I'm trying to
understand how it works. I´m reading the manual page, but one point is not
clear to me.
I can set groups, roles and queues. My doubt is if it is possible to
have, for example, two queues in the same group,
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