Alan, 

 

I think of Users as IT Agents who will be getting assigned tickets to resolve or fulfill.  These are the members of the Groups you create and associate with the Queues.  Customer users are those who will be reporting troubles and making requests.  They are selected in the From field and will receive notification when a ticket is opened and resolved and any other transition you want them to be informed about.  I never tried to do this but there is a module in the admin interface to associate Customer users with Groups, which are associated with the Queues to which tickets get assigned.  So you might be able to use that to accomplish what you're after.

 

>>> Alan McKay <alan.mckay@gmail.com> 8/19/2009 11:24 AM >>>
Hey folks,

I've got perhaps a bit of unique situation.

I'm the head of the IT team in our small company with about 20
employees, and I plan to use OTRS for internal requests from the
people that our team supports.  For this I have a queue "Internal
Support" and an email address it_support@example.com

But I also plan to use it for our external customers, with a queue
"External Support" and email support@example.com

So I want to set up accounts for everyone in the company, and I'm
thinking they should all be "Users" and not "Customer Users".  Even
though they will be MY customers for the tickets the open into my IT
group.  However, any tickets coming in from external customers may end
up getting assigned to just about any of them.  So this seems to make
sense to me.

Only, I don't really know what the differences are "under the hood"
between "User" and "Customer User"

Does anyone forsee a problem with this?

thanks,
-Alan

--
“Don't eat anything you've ever seen advertised on TV”
         - Michael Pollan, author of "In Defense of Food"
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