Hi there, My name is Jeroen van Meeuwen, and I'm relatively new to OTRS. I wanted to acquire some feedback on the following scenario, since I didn't seem to able to simply deploy it using current OTRS functionality. Kolab Systems AG is the vendor for Kolab Groupware solutions, and as such mostly supports it's customers through a Partner channel system. In a nutshell, Partners help the customer and Kolab Systems helps the partners. Long story short, these Parters (to us) are Customer Companies, and so inherently we want all employees of a partner to have all tickets logged by any other employee of that partner be available in their customer interface. Since we are using a centralized LDAP backend for both agents and customer authentication, it seems that the proper solution suggested in the OTRS documentation, is to make one or the other LDAP attribute represent a list of "CustomerIDs", and use it to attach such attribute to a single customer LDAP entry. However, considering we need this to be a full mesh, the administrative overhead would be enormous. Since, also, this is a business related effort, we can safely assume that partner employees all have the same domain name space for their email addresses. Ergo, employee1@company.com is very likely to work for the same company as employee2@company.com. I've implemented the following functionality; In otrs/Kernel/System/CustomerUser.pm, instead of populating the CustomerIDs the user also has access to through a list of CustomerIDs from an LDAP attribute, I use the @company.com part of the email address and simply find other people also using @company.com (and stuff those email addresses in the @CustomerIDs list). Now, the implementation I've done is simple, dirty and quick (patch attached). However, since the application may help many more organizations, and since Kolab Systems is a very much FOSS-minded company, they are willing to let me work on this with you. That is, of course, if you find it sufficiently interesting to have this developed a little more/better as well ;-) Thanks in advance, -- Jeroen van Meeuwen Senior Engineer, Kolab Systems AG e: vanmeeuwen@kolabsys.com t: +316 42 801 403 w: http://www.kolabsys.com pgp: 9342 BF08