[otrs] CustomerUsers and CustomerCompany in OTRS

[Nils Breunese (Lemonbit)]

Laurent Minost wrote:

> We're in discussion to change our current ticketing system (Double  
> Choco
> Latte) for a new one and OTRS could be a good one to choose but I  
> wonder
> a lot about CustomerUsers/Company management in OTRS.
>
> We need a "simple" kind of management with basically :
>
> -CompanyA includes several technical contacts (UserA1, UserA2,
> UserA3 ...). Under Customer Frontend (customer.pl) for UserA1, we need
> tickets opened by UserA1 to be displayed (Purpose of MyTickets ?) and
> also tickets of all other users to be displayed (Purpose of Company
> Tickets ?).
>
> -Same thing for CompanyB ... and so on ...we have a lot of Customer
> Companies ...
>
>
>
> Question is : how to achieve this ? I don't understand well the way  
> how
> this kind of management works with CustomerID and CustomerIDs ?
>
> Could someone give me informations about this please ?
>
> I looked at the documentation and found
> http://doc.otrs.org/2.1/en/html/x1482.html which is talking about
> Multiple Customer IDs but what we need is defining which CustomerUsers
> are "members" of a CustomerCompany ?
>
> So when a ticket is created by Customer UserA1, this ticket will  
> appear
> on Customer Frontend / Company Tickets for UserA2, UserA3 ... etc
> because these users are also "members" of CustomerCompany of UserA1.
>
> Is it possible please and if it is, could you please gave me some  
> hints
> on how to implement this?

Use the same CustomerID for users of the same company.

Nils Breunese.
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