Hi Shozo, On Wed, Jan 15, 2003 at 03:12:43PM +0900, murahashi wrote:
Nice! You can do this with OTRS. ,-)
- add groups for each customer - add customer queues - add customer system email addresses - put all customer queues in the customer group - put all customer accounts in the customer group (and only in this group)
And you will have your ASP-solution.
I have one more question. After the above setup process (I added customer-A as a customer), how can the customer-A add/modify Response, AutoResponce, Signature and salutations.
If admin gave group-admin to customer-A, customer-A will be able to see every other management information.
Yes. Admin is the admin of the whole system. -=> "ASP-solution" on agent-level. If you want to have two independent systems (admins) you need to install a second OTRS on your machine.
Are there any other settings?
There are some Config options for ASP like MoveinToAllQueues, ChangeOwnerToEveryone,...
# MoveInToAllQueues -> useful for ASP # (Possible to move in all queue? Not only queue which # the own groups) [1|0] $Self->{MoveInToAllQueues} = 1;
# ChangeOwnerToEveryone -> useful for ASP # (Possible to change owner of ticket ot everyone) [0|1] $Self->{ChangeOwnerToEveryone} = 0;
# ShowCustomerSelection # (show customer selection in phone and change customer view # - disable this for ASP!) [0|1] $Self->{ShowCustomerSelection} = 1;
# PhoneViewASP -> useful for ASP # (Possible to create in all queue? Not only queue which # the own groups) [0|1] $Self->{PhoneViewASP} = 1;
I'm sorry, I'm confusing with these settings. Could you please any recommendation?
This depends on your system/setup. a) A setup where no agent should access (move/read/change owner/...) the tickets of the other group would be: $Self->{MoveInToAllQueues} = 0; $Self->{ChangeOwnerToEveryone} = 0; $Self->{ShowCustomerSelection} = 0; $Self->{PhoneViewASP} = 1; b) A setup where no agent should read the tickets of the other group but each group should be able to move ticket and set the owner to somebody of the other group would be: $Self->{MoveInToAllQueues} = 1; $Self->{ChangeOwnerToEveryone} = 1; $Self->{PhoneViewASP} = 0; I add an example to the online doc.
Shozo
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 4:19pm up 86 days, 18:54, 6 users, load average: 0.07, 0.11, 0.14