Hi All,

Can anyone react on the last question from Stein. I'm also quite new in OTRS and setting up the system.

I have a customer with 300 persons per location. All 300 can call and open a ticket at our company.
I just want to create a ticket and connect it to a customer (READ COMPANY) and is the user exists in our DB dan select the customer who is call me and otherwise just write a telephone number and name in the customer field. without creating a customer for the person. I don't want to have all 300 employees of my customer in my database and just want to connect the tickets to a company and report to the company which requests we received in X period....

Anyone how this can be done?

Thanks!

Best,
Dave 


On 1 dec 2009, at 20:06, Stein Erik Berget wrote:

On Tue, 01 Dec 2009 19:38:00 +0100, Leonardo Certuche  
<leonardo.certuche@itcon-ltda.com> wrote:

Hi,

Thank you for your answer!

Customers Users and Customer Company are related in the following way:

When you create a Customer User, there is a field called CustomerID.  
There
you must write a name of the company where he belongs. When you create a
Customer Company, there is a field also called CustomerID, if you write
there the same name you wrote when creating the Customer User, then that
Customer User will be associated with the Customer Company created.

So basically there is no difference in this feature than it was in the  
2.0.4 release. A bit disappointing, but I guess that's life :-) I was  
hoping on a easier way, some sort of '[ Customer <-> Company ]' menu point.

But is there really a advantage of doing the 'Company' thingy? I would  
also expect to be able to set 'services' and 'SLA' on a 'Company' and not  
on a 'Customer'. I also find 'Customer' a bit confusing. As I deal with  
Customers as a Company, and their employees. In our setup we have between  
1 and 20 'Customers' for each 'Company', and I would like to mange them as  
a group namely 'Company'.

What do the rest of the community do for a set-up like this?

--
Stein Erik
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/