Hi all, This is just a solution not a question this time. If you want to use companytickets as departments in your organization there is a tweak about this. Your customerid should be the same as we all know for grouping incidents. If your OTRS is AD integrated, you need to point the customerid--> field to a point in Active Directory user database. This is "Office" field in user properties in active directory. In the config.pm file (active directory lines) change the following two lines.. CustomerID => 'physicalDeliveryOfficeName', [ 'UserCustomerID', 'CustomerID', 'physicalDeliveryOfficeName', 0, 1, 'var' ], stop your apache , start your apache... you will see that the field Office in your ad is matched with CustomerID.
From now on EVERY NEW TICKETS opened in the system will be seen by the people with the same CustomerID in this scenario Office Name field in Active directory.
This applies for all the new tickets in the system so if you see the company tickets section blank after you apply this it's because there is no ticket defined or your Office field in AD & OTRS or vica versa is empty. If you are using a database instead of AD you don't need to do such a thing. For anyone interested in this or setting another field in user properties as CustomerID's can personally contact me i can send the value.. Regards, Sarper Saridal