Hi Michael,
Could this be better done with some advanced ACL's and groupings in OTRS? ie. one admin (you) to group agents, customers, etc into specific groups so no one group can see another with permission.
That sounds as if it's some way there... I can't really comment as I am completely new to OTRS, I've installed it on a test server, but wanted to sort out any virtual site issues before going much further. The thing that concerns me is if the OTRS sites themselves would function correctly. If say I provided hosting on my server to numerous clients (each with their own domain), I might want to provide an OTRS instance for each of them, and it would be important that it would appear to each that it was being provided under the own domain. I suppose it would be possible that all domains would route to the same OTRS install (e.g. www.xxx.com/otrs and www.yyy.com/otrs would go to the same install), and who the user logs in as would determine which "instance" they would see. Much the same way I have Squirrelmail set up on my server. I wonder though whether you need individual OTRS configs though - I haven't played with OTRS properly at all yet! Also, I don't know if OTRS can be "skinned" or if this is something people might want in future (I can imagine virtual sites wanting their own look & feel), but I think that would require something more advanced. I'll give what you suggest a go i.e. see if I can set up the appropriate ACLs/groupings. It would be nice to have this documented as a use case - I'll see if I can, but my time is about to become extremely limited...
I use software which does this for mail filtering etc and it works fine. My guess is a little OTRS coding will need to take place to support such a thing though. Personally I'd like to see it happen as I could use that type of functionality.
Regards,
Michael.