Re: [otrs] Company Tickets or other method of viewing anothercustomer's tickets

Hi, we are using, at customer creation page, the attributes CustomerID and CustomerIDs. CustomerID we are filling with the same value of Username and CustomerIDs is semi-colon list of CustomerID of other customers of the same company. A collegue at the job did this “trick”. I think it also had to enable this CustomerIDs field, changing ~/Kernel/Config.pm and ~/Kernel/User.pm From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Matthew Coulson Sent: segunda-feira, 30 de março de 2009 10:04 To: User questions and discussions about OTRS. Subject: Re: [otrs] Company Tickets or other method of viewing anothercustomer's tickets Thanks Jeremy Unfortunately roles only cover the rights for the Agent user, not for the Customer user. Perhaps I should have been more clear - we need our Customer users (on the customer.pl frontend) to be able to see each others tickets. 2009/3/30 Jeremy Adams mailto:jeremyadams@dcccd.edu> The best way to accomplish this, and correct me if I am wrong, is with roles. Roles allow for OTRS to grant access based upon the roll. For example, you could have the role of supervisor where they can see the the tickets for all of the user (customer or agent) that they supervise. Below is a link to the section of the documentation that covers Roles: http://doc.otrs.org/2.3/en/html/x813.html#adminarea-roles