Re: Re: [otrs] Allow customers to read other customer's tickets

otrs-bounces@otrs.org schrieb am 05.10.2004 16:42:11:

Tyler Hepworth wrote:

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On Mon, 04 Oct 2004 09:19:30 -0500, OTRS main list wrote:

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Is it possible to allow one customer to read (or even, perhaps, modify) another customer's tickets? For example, we want all the customers who work in Department A to be able to read all other Department A customers' tickets, but not be able to read any tickets for customers who work in Department B. I think this may be possible using separate queues for each department, but is it possible when all the tickets are in the same queue?

You will want to use the multi customerIDs feature in version 1.3.1.

Read about it here:

http://doc.otrs.org/1.3/en/html/customer-user-backend.html#AEN784

I read the information at the link but I still do not know how to implement this. What if you are not using LDAP, but simply the default OTRS DB authentication? How do you add another customer id so that only a small subset of customers can view those tickets?

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Hi, if i understood it right you have to set all users that should read the same tickets to the same user-id. then they will be allowed to read these tickets. Never tested that but was told todo so by rob kehl during a session in our house. Li