Customers can read other customer's tickets if they share a CustomerID.
This shares all same-CustomerID tickets between them, through Company
Tickets view.
If you want to share specific ticket information, you may wish to make it
generic to an FAQ.
If you want (only) a point of contact to see all tickets to a company using
the same CustomerID, you can assign a group permission to Company Tickets
and assign the point of contact to that group so she and only other members
of that group can see all tickets in that company. (Effectively, you're
hiding "Company Tickets" as an option from those it does not really apply.
This should be generally a good thing as for many end users, it's either
superfluous, redundant, or introduces a privacy issue.
If you wish to share tickets between companies (or individuals with
different Customer_ID's), there's another way to share between different
customer_id's:
http://doc.otrs.com/doc/manual/admin/stable/en/html/external-backends.html#m...
The docs indicate the ability of a supervisor to see tickets from multiple
separate customer_id's. (I'm using an apostrophe as a shortcut to indicate
the plural of customer_id versus the separate customer_ids field).
You might think of customer_id as a department or company, and customer_ids
as a list of companies or departments.
On Mon, Oct 1, 2018 at 9:29 AM Willian Silva
Hello ! Is it possible allow customers to read other customer's tickets at customer's interface ?
Best regards,
Willian Silva.
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