In my point of view Agent Users are representatives of the company
and Customer Users are not.
Have a look at the demo system on the otrs website to get a feel for
what the customer user interface is like,
http://www.otrs.org/demo/
Otrs can be used right across the company. Give each department its
own queue and assign members of those departments to the groups of the
queues. Now when a user from the Marketing department logs in to the
Agent interface they'll see their Marketing queue.
Now, when you get a request to your IT support queue that's more
marketings remit you can add a note to it and then move it to the
Marketing queue and they can add details and reassign it as necessary.
I don't think customer users can manipulate a ticket like this, I
think they can only add updates to it, but I'm not sure as I don't use
the customer users.
I hope that helps,
Rory Clerkin
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/8/19 Alan McKay
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
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