Hi Jason,

For some reason my OTRS install already had columns for customer_id and customer_user_id. You put the Department code into customer_id (eg; “ACCOUNTS”) and then an individual user tag in customer_user_id.

James.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Dupuy
Sent: Friday, 30 October 2009 8:15 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Company Tickets

Need assistance again if possible.

I have 6 departments.

Each department wants to be able to view the tickets of those people in that department through the use of the My Company Tickets.

I did the following:

To use company tickets a new column has to be added to the customer_user table in the OTRS database. In this new column the IDs of the customers are stored that tickets need to be accessed.
Now the new column has to be added to the MAP array in Kernel/Config.pm:: (actually edited default.pm)

# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [...]

[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],

I numbered the departments 1-6.

The customer_ids field shows up in the customer account….

So, I just added 1 for all the customers in group 1

Added 2 for all the customers in group 2,

And so on and so forth.

It is my understanding that now the my Company tickets would show all the tickets associated with the department.

Am I wrong?

Did I do something wrong?

Help?

Jason Dupuy

IT Manager

Global Products Inc.

Earth City, MO 63045

636-939-1622 Phone

636-939-1623 Fax