[otrs] New Web Ticket --> Queue

[DHil...@performair.com]

All;

I'm running OTRS 5, and I'm hoping that you can help me with a minor annoyance.

Is it possible / how would I go about removing the Queue selection from the Customer website, and always have new web tickets go into a pre-determined queue?

Thank you,

Dominic Hilsbos
Director - Information Technology
Perform Air International Inc.

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[Nick Bright]

On 5/10/2016 11:39 AM, DHil...@performair.com wrote:
> All;
>
> I'm running OTRS 5, and I'm hoping that you can help me with a minor annoyance.
>
> Is it possible / how would I go about removing the Queue selection from the Customer website, and always have new web tickets go into a pre-determined queue?
>
> Thank you,
>
> Dominic Hilsbos
> Director - Information Technology
> Perform Air International Inc.

This can be done via ACL. I'm not sure how to do it in the web
interface, as I did mine through configuration file.

To limit the selection to "SUPPORT" and "Billing" queues in customer
interface, I applied this ACL in Kernel/Config.pm:

$Self->{TicketAcl}->{'ACL-Customer-Queues'} = {
Properties => {Frontend => {Action => ['CustomerTicketMessage'] }},
Possible => { Ticket => { Queue => ['SUPPORT','Billing'] } }};
}

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[Alvaro Cordero]

Hello you just disable the queue option from the form in sysconfig (CustomerTicketMessage###Queue) and also set the default queue to whichever queue you want.

Regards

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Alvaro Cordero Retana
Consultor de Tecnologias

Tel: 22585757 ext 123

Email: alv...@gridshield.net