Hi community We are since a couple of days evaluating OTRS as a replacement for our own Ticketing System. Up to now, we really like it, to us OTRS seems to be the one candidate which we might use to get rid of our old solution (KISS, programmed in a couple of days some years ago). We spent quite some time already setting up everything to our needs, but are now stuck. To explain our problem, I have to tell you a bit about our environment. We are working in the IT Security field, supporting a number of customers around the world and managing the security devices of these customers 7/24. For changes, incidents and so on our customers send us tickets using a webGUI. Topic 1 (company feature) ------- The structure of a customer of ours looks like this: customer1 (company) supervisor (CIO/CSO, or similar) worker1/company1 worker2/company1 worker3/company1 ... workerN/company1 Now to our problems in this field: - The supervisor of companyN should have rw access to all tickets issued by any of his workers, i.e. to all tickets assigned to customer (or company) N - Each worker of customer N should have ro access to all tickets of this customer - Each worker should have rw access to all tickets that he issued, and the 'my tickets' link should display only his tickets. Thus, also an additional link is needed, e.g. 'my company tickets'. In this list also the original issuer of the ticket should be visible. - of course, neither the supervisor nor the workers of companyN should have access to the tickets of other companies (customers) To make a long story short: We are looking more or less for the 'Multi Group' Feature (Chapter 19), not internally in our company, but externally for our customers. We would like to create a group for each customer with several workers assigned to each group (=customer). We had a close look at the Multi Group feature and did some tests, but were not able to get something close to what we are looking for. Probably we have a configuration problem, or it's not possible currently to do what we want. Summarizing this even further: A role model also for the customers would make sense in our opinion. Topic 2 (selectable and reusable queues) ------- For the queueing of the tickets, again a look at our customers is needed. Each customer has a number of devices or applications that we manage, e.g.: customer1 location1 firewall1 firewall2 router1 webserver1 webserver2 mailserver1 location2 ... locationN Often a certain worker is responsible for certain systems at a certain location. While it is possible to create queues with the depicted structure and substructure, it is not possible for a 'Customer User' to select the appropriate queue himself (or, we did not find out how) For us, it would be very helpful, if a 'Customer User' would have access to the queues assigned to a certain company by whatever means, and of course the ability to select one of the queues. Again, queues of other companies should not be visible. Of course this could be extended if queues with the same name (e.g. checkpoint firewall) could be reused for several customers, and the queues could then internally be assigned to different helpdesk groups, i.e. firewallmanagement team, router management team, mailserver support team.... Summary ------- Quite some questions and ideas. One might also consider this a feature request. Some stuff mentioned above migth already be possible, and we just did not find out how to do it. In our opinion the 'company feature' might help to attract even more people to OTRS, while the second topic would be a 'nice to have', but could also be implemented by a process. It could even be dangerous, if a worker of customerN issues a firewall ticket, which later changes to something completely different (let the customers tell the symptoms, don't let them diagnose) Keep up the good work, thanks, and looking forward to seeing your comments Patrick -- ------------------------------------------------------------- addr://Rathausgasse 31, CH-5001 Aarau fon://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 ------------------------------------------------------------- terreActive AG Wir sichern Ihren Erfolg. -------------------------------------------------------------