On Wed, Nov 10, 2010 at 07:28:18PM +0100, GARDAIS Ionel wrote:
I think I'm missing something with company tickets and customer ids.
Here is the setup : - hand-defined company from the web interface with CustomerID set to "Tech'Advantage" - Customer data pulled from AD with the following mapping : [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'company', 1, 0, 'var', '', 0 ], - AD's "company" field filled with "Tech'Advantage".
I confirm that when browsing over the clients list, the "CustomerID" field contains their email addess and the "CustomerIDs" field contains "Tech'Advantage".
Then, as an agent, I created two test tickets for two customers with different "CustomerID" but same "CustomersIDs".
This is not the way it works. See http://doc.otrs.org/3.0/en/html/x2224.html
for an explanation (you have to add a field to DB etc.).
I'm using this feature and it works. Customer_ID of user A can be for
example "COMPANY_X" and Customer_ids can then be "COMPANY_Y;COMPANY_Z;"
and then user A can also see tickets of COMPANY_Y and COMPANY_Z.
Assign a company name to customer_id, do not use indivudual e-mail
addresses (although you could, but then it becomes unmanageable).
Not sure if it is a good idea to use strings with quotes etc. as
customer_id, as you suggest, but that's a question of testing.
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-- Jos Vos