Hi Alan, On Wed, Apr 05, 2006 at 10:00:49AM +0100, alan.mckeown@joraph.com wrote:
We are investigating using OTRS as a helpdesk tool to manage some of our customers. There are just a few questions that I would like to ask in the first instance.
1 - I cannot find where you would add a 'customer' although you can add customer contacts (customer users). Are customers defined as groups?
No. Every customer is a own user. But you can put different customers into one or more groups or use the company ticket feature to grant access to tickets of other customer users.
2 - If I have 1 customer with say 5 sub divisions how would this best be set-up.
You have several possiblities: - Add 5 different customerusers with the same customer ID. That allows all 5 users to access all tickets. - Use the company ticket feature of otrs (please see chapter 9 of the admin manual on http://doc.otrs.org for a detailed description). - use customer groups and put this 5 customer users into a group (makes not really sence with only 5 users).
3 - is there a way to change the length of the ticket number ie remove that date field from it.
You can use several ticket number generators. The shortest numbers can be reached with the auto increment generator. Please see the file Kernel/Config/Default.pm for a detailed description for the different generators. If you need support or consulting for your OTRS installation or configuration you can also get help from ((otrs)), the commercial part of the OTRS project. Please see http://www.otrs.com for more information or just write a message to sales@otrs.com
Alan.
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