Hi Matthias, i was wondering why there are two fields which (in our case) had the same values in every row. I understand now, thanks. Regards Benjamin Matthias Wegner wrote:
Hello Benjamin,
OTRS has another solution for your problem:
Every customer user in OTRS has a customer ID. So you give all contacts of one company their own account and set the the customer_id field to the same company identification(probably the id of the company in your CRM).
If you use the Customer Webinterface, all Users with the same customer_id can look at all Ticket of the company.
Greetings
Matthias Wegner
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Benjamin Bittner Gesendet: Montag, 13. März 2006 12:08 An: otrs@otrs.org Betreff: [otrs] Multiple emails on single customer, or better group?
Hallo subscribers,
We're using OTRS for our tickets, but another OSS CRM System to manage our customers. We have several companies in our CRM with multiple contact persons. In OTRS, we want that every company has one customer account, so that every mail written by one of the several contact persons for this company, gets automatically related to the company's customer account in OTRS.
The doc's say that i should use groups, but i'm not really sure, wether this is the right approach, because it seems, that the group feature is solely an admin thing. So now normal OTRS user can manage groups.
Is it possible, that if an unrecognized email comes in, the OTRS user can attach this email to a group, without having admin rights?
We want to use this feature, so we can relate our customer accounts from the CRM System with the customers from OTRS.
Thanks in advance Regards Benjamin
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