To have acccess from customer interface to watch tickets there are some requirements

1) the customer user should have access to the queues ( in your case to the queue IT Help Desk )

2) the ticket must be assigned to the customer ( you can assign for email tickets using a rule in postmaster filter)

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From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder
Sent: martes, 04 de agosto de 2009 13:32
To: User questions and discussions about OTRS.
Subject: [otrs] Viewing all tickets via Customer Interface

Hi all,

I've almost got OTRS running exactly how I need to, due to many long nights and awesome support from the members of this mailing list.

I just have one obstacle left before I can deploy this at my workplace.

There is a requirement for everyone in the organisation I work for to be able to view ALL the tickets assigned to the IT Help Desk. This is mainly to demonstrate the current workload and where their request is in the queue.

I have agents and customers logging in via LDAP. I've noticed that in the customer interface there are sections for "MyTickets" and "CompanyTickets". Is it possible to have "CompanyTickets" displaying all tickets in a particular queue? if so, can someone please tell me how I go about this?

Thanks,

David