Thanks for your answer! Martin Edenhofer wrote:
Hi Patrick,
Summarizing this even further: A role model also for the customers would make sense in our opinion.
That sounds really good. :)
It would be a lot of work. Patrick, it would be possible to implement this but it will not be done till OTRS 2.x. But if you need this contact ((otrs.de)) for a faster implementation.
We know;-( It might also kind of a breaking the current model, and looking at the DB structure and the application logic, require a lot of new configuration options, as well as a lot of new code... Currently our evaluation group is looking at the code, the application flow and the db structure in more detail, and is also implementing some changes to your code, just for testing purposes. It may be possible that we send you some more details about our ideas in this field later.
For us, it would be very helpful, if a 'Customer User' would have access to the queues assigned to a certain company by whatever means, and of course the ability to select one of the queues. Again, queues of other companies should not be visible.
Of course this could be extended if queues with the same name (e.g. checkpoint firewall) could be reused for several customers, and the queues could then internally be assigned to different helpdesk groups, i.e. firewallmanagement team, router management team, mailserver support team....
This works woth OTRS 1.2.x (current CVS head). We just found out yesterday, and have now installed the CVS version for further testing.
Thanks, seize the day Patrick -- ------------------------------------------------------------- addr://Rathausgasse 31, CH-5001 Aarau fon://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 ------------------------------------------------------------- terreActive AG Wir sichern Ihren Erfolg. -------------------------------------------------------------