Special help topic

LRA-SHK

Hello,
I am using version 1.18.1.
I need to release a help topic for a specific group of people. Only this group of people should be able to create a ticket under this help topic.
Is there a common workaround for this?
No, I am not using the Plus version.

Many thanks for any help.

KevinTheJedi

LRA-SHK

There is no way to accomplish this at this time. Help Topics are either Public (available to Users and Agents) or they can be Private/Internal (only available to Agents).

Reference

https://docs.osticket.com/en/latest/Admin/Manage/Help%20Topic.html

Cheers.

LRA-SHK

KevinTheJedi
Do you have another idea how I could solve my problem?

unfortunately, creating the users as agents is out of the question

KevinTheJedi

LRA-SHK

Please read the above, there is no way to accomplish what you are looking for. The best you could do is create filters that would change the help topic depending on whatever criteria you set. This would only trigger on New Tickets and the User wouldn’t see it until after the Ticket is created so you couldn’t use this if you wanted them to fill out certain fields, etc. as it happens after they click the button to create the Ticket.

Cheers.

LRA-SHK

I have a new plan:
I am building a filter that is executed first. I set the filter action to delete the ticket.
And the rule says that the filter only takes effect if certain users are not included and if the ticket is assigned to a certain topic ID (help topic).

But the rule Topic ID does not work (it is always executed anyway)
What exactly must be entered in Topic ID? I currently have the name of the help topic in it.

LRA-SHK

I have the solution, I have to enter the ID number, in my case number 45. how can I enter several IDs in this field? Comma separated does not work

KevinTheJedi

LRA-SHK

There is no way. You’d have to create multiple filters; one for each topic.

Cheers.