Hi, On 11.03.2010, at 12:15, Cheurfa Madani wrote:
sorry for confusion but I found the answer in http://lists.otrs.org/pipermail/otrs/2004-November/006722.html. The issue is that the OTRS doc is confusing by giving a “strange” example @ http://doc.otrs.org/2.4/en/html/x1801.html#company-tickets-db
Simple rule that I did not understand straight away: Customer interface gives access to tickets of customer users having the same customerID (via company tickets). CustomerID is not the unique identifier for “customer users”, but for companies.
sorry mate, but you are taling about two different things. In the example you complained we describe the use of the "CustomerIDs" (see the add. lowercase "S"). Let us pretend you have the exmaple customer users (people) A, B and C. And let us pretend you have the example customer companies (organisations) #1, #2 and #3 # -------------- # Option 1: # -------------- Enable CustomerCompanySupport by copying the relevant code from Kernel/Config/Defaults.pm to Kernel/Config.pm and uncomment the CustomerCompanySupport Feature line. Afterwards you will find a picklist in your OTRS customer administration module when editing a customer user entry. The picklist does include all entries from the databasetable customer_company which is maintained by the new Navigation Icon "Company" In the Views where you display the customer info, e.g. Phone-Ticket, Email-Ticket, etc. you will now see all details about the selected customer user AND the assigned company. If customer user A and B are both assigend to customer company #1 the will see in the "My Tickets" section their own Tickets, A OR B, and in "Company Tickets" all Tickets opened for ALL customers in organisation #1 Customer user C can only see the personal Tickets and the Tickets assigned to customer organisation #2, if assigned. # -------------- # Option 2: # -------------- Modify the Customer Map in Kernel/Config.pm like described in the example you complained. Additionally you need to modify the connected Datasource, e.g. the OTRS database, to have all the same fields/columns as described in the map. In the standard configuration you would need to add the column customer_ids (take care of the "s" again). Now every customer user actually can be saved with having one primary customer ID (organisation link) AND with additional customer organisation IDs in the new field. Example scenario: Customer user A customer_id => #1 customer_ids => #2;#3 (the IDs are seperated by a " ; " semicolon) Customer user B customer_id => #1 customer_ids => #1;#2 (the IDs are seperated by a " ; " semicolon) Customer user C customer_id => #2 customer_ids => #2 Standard config now: # ----------------------------------------------------------- Customer user A can see ALL Tickets - company #1, #2 and #3 Customer user B can see Tickets from company #1 and company #2 Customer user C can see only Tickets from company #2 If you ebanle "IgnorePRIMARYCustomerID": # ----------------------------------------------------------- __!!!__ Customer user A can see Tickets from company #2 and #3 --> company #1 is ignored __!!!__ Customer user B can see Tickets from company #1 and company #2 Customer user C can see only Tickets from company #2 Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project