Here we use OTRS 2.3.4 and we don´t have subqueues but as we also needed to allow the customers from the same company to see each other tickets, we configured the property Client IDs (a list separated by ‘;’ that contains all logins that are part of the same custormer). This is configured at the customer creation/edition interface. For each login we configure the other logins that can see his/her tickets. Also you could try to perform the same configuration you did to the top queue in the subqueues, but this is just a free kick.

 

 

 

 

WeDo Technologies

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88032-000 - Florianópolis - Santa Catarina - Brasil
Tel. + 55 48 2108 0104 • Fax. + 55 48 2108 0129
mauricio.ramos@wedotechnologies.com
www.wedotechnologies.com

 

 


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From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young
Sent: quinta-feira, 25 de novembro de 2010 15:10
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customers need to see each others tickets. How can that be configured?

 

Customers with the same Customer ID will see each others tickets in "Company Tickets".

On Thu, Nov 25, 2010 at 4:11 AM, Erik van Ast <Erik.van.Ast@suzohapp.nl> wrote:

Hi all,

At our company we currently use OTRS 3.0.2. and we have 2 agents and about 10 customers. All these customers can create their own tickets but because 25-50% of these tickets are about the same problem we want all customers to be able to see each other's tickets. How can that be configured?

Currently we have 1 main queue with 2 sub queues and for now I want the customers to be able to see all tickets created in one of those queues. We have created a group called "All customers" and we connected all users to that group through "Customers <-> Groups. In the top queue we have defined the group "All customers" but still customers aren't able to see the tickets created by other users.

How can we configure this?

Met vriendelijke groet / Kind regards / Mit freundlichem Gruß,

Erik
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