Hi Matthias, On Thu, Jun 26, 2003 at 04:17:49PM +0200, Matthias Eichler wrote:
[...]
It depends on what you want to do with OTRS. It's possible for host more departments or companies on one instance but just with one admin(-group) for all.
Thats what I want. We are an agency which is managing the Support-Requests for different customers which have nothing to do with each other.
Just to make it clear. You have "one group of agents" which serve support to "different customers".
I already set up: - different queues for each customer, - teams for each customer - emails for each customer and linked them together as they belong.
Fine. .)
My problems: - It seems that some settings (for example X-Organisation in Config.pm) can just set once for the whole instance, but we would need something like seperate settings for each queue
In this case, set X-Organisation to ''.
- It seems as our OTRS setup ignores some settings from Config.pm, because I set: ---cut--- $Self->{MoveInToAllQueues} = 0; $Self->{ChangeOwnerToEveryone} = 0; $Self->{ShowCustomerSelection} = 0; $Self->{PhoneViewASP} = 1; ---cut--- And we can still move through all queues.
That means ASP for the agents. Not for the customer user. If an agent is in one group and the queue is in one other group so it's not possible to move (or work) on tickets in other groups.
- The servername should be different for each queue as they should have something like support.customer.de, all links in OTRS eMails are with the one servername-setting from Config.pm, which is not asp'able...
Yes, the servername can't be changed for each queue. Just for the whole system.
- Is it right that the customer-frontend can just customized once for each installation and not for each queue?!?
No, you could create a theme for each customer.
Matthias
-Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ --