Hi Shawn, we also have so-called Team-leaders in our organization. They are "communication connectors" between end-users and our IT-organization. So they should see all tickets of their end-users they are responsible for. I realized that situation as follows (the same way you though about): 1) You need one property for all customers that groups the customers, something like department no. 1a) This property has to be used as CustomerID within your # (customer user database backend and settings) Self->{CustomerUser} = { CustomerKey => 'depno', 1b) Note that you also have to setup the right mapping of [ 'UserCustomerID', 'CustomerID', 'depno', 1, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'leader_of_depno', 1, 0, 'var', '', 0 ], 2) The information that indicates that one customer is additionally team-leader has to be stored in one customer-property, called leader_of_depno in my example. This is a comma-seperated list of all dep-numbers they are team-leader of. Now, team-leaders can see all tickets (Company Tickets) of customers with a depno occuring within the leader_of_depno of the team-leader. 3) Normally, customers can see ALL the tickets of their depno. So you have to set CustomerUserExcludePrimaryCustomerID => 1, resulting in the facts that customers now only see their own tickets (the tickets they are customer of). This all works fine. The only thing I can not realized is that a team-leader opens a ticket representative for the end-user. Anybody any ideas? Bye, Alex shawn.beasley@dlh.de schrieb:
Dear all,
I have team leaders that will login to the customer.pl to check tickets that are open. They will need to see all tickets that have been created. This is available by the company ticket option, but I am not sure where to set this up. Can anyone assist me in this?
/*/Vielen Dank,/*/
/*/ /*/
/*/Shawn Beasley/*/
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