Re: [otrs] Problem CustomID(s) and "My tickets" and "Company

No, CustomerID changes should not affect "My Tickets". "My Tickets" is based upon the customer as an individual. "Company Tickets" is based upon tickets which have a CustomerID that is the same as that which is assigned to the customer user. It's (IMO) an unfortunate naming scheme. For simplicity, let's just say that the username (login) is what determines what's in the customer's "My Tickets". The CustomerID is what determines what's in the customer's "Company Tickets" Users who have the same CustomerID will see the same tickets in "Company Tickets" ... if the ticket was created when the CustomerID is the same. That means that if a ticket was created when the customer user's customerID was the user's email address, until/unless that is changed (by Generic Agent or re-assigning the customer to the ticket), the ticket has a CustomerID of the email address. (CustomerID is stored in the ticket). So what's CustomerIDs about? In the standard AD configuration, individual users have unique CustomerID (email address), because isolation of the ticket information is more secure than what you're trying to accomplish (at least, by default). Because of individual CustomerID per user, a manager will need to have more than one CustomerID to see all the individual customers in "Company Tickets". To offset that, "CustomerIDs" was implemented to allow a user (manager-type) to have a list of CustomerID so he can see the tickets from departments (or lists of individual email addresses) in *his* "Company Tickets". To allow everyone to see everyone else's tickets, this makes a big matrix mess (because everyone will have to have everyone else's CustomerID in her own CustomerIDs list) unless everyone has the same CustomerID. Hope this wasn't too confusing. If it was, consider Customer user to be an individual, and CustomerID to be a group name. Members of the same CustomerID can see the tickets attached to the same CustomerID in "Company Tickets". On Wed, Dec 8, 2010 at 2:32 PM, Erik van Ast wrote:

Hi Gerald,

Thank you for your reply. When I do this, the customers won't have any "My tickets" as they all have the same CustomerID I presume? Or am I wrong?

Kind regards, Erik

On Wed, Dec 8, 2010 at 6:29 AM, Erik van Ast wrote:

...

Hi all,

I hope someone can help me with this.

We want all customers to see each other?s tickets. We have accomplished this by making sure a customer also has a CustomIDs (TEST) which is connected to a field in our AD (we have our customers authenticated with LDAP) and all tickets have a CustomID (TEST) that is the same as the CustomIDs (TEST) of the customer so the ticket is visible for all customers. That?s the good part, but now comes the part I don?t like. When I create a new ticket with user A the ticket is visible in his ?My tickets? and the CustomID of the ticket is his email address. When I change the ticket ID to the value that all customers have as CustomIDs (TEST) I can see the ticket in his ?Company tickets?, but the ticket is gone from his ?My tickets? because I changed the customID of the ticket and now the ?Customer Information? of the ticket is empty.

How can I make sure that when user A creates a ticket, the ticket is shown in his ?My tickets? and in ?Company tickets?? Is it possible to create the field CustomIDs also with the ticket? Or is it possible to search for other fields when displaying ?My tickets??

I hope someone can help me with this?