Hmm,
I think your answer will solve my issue, basically indeed the user should be able to access the full queue where I assign it to. Can you tell me what and where I need to change this? I am not quite familiar with Perl (unfortunately).
Best regards,
Mikey
Mikey van der Worphttps://www.linkedin.com/profile/view?id=182619557
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On 08/03/2016 02:46 PM, Martin JERGA wrote:
Mikey,
First of all, please explain this:
The current problem we are having is that we cannot change some tickets their customer codes and that users are not seeing all their company tickets.
Do you have a technical issue which prevents you from changing the CustomerID or you just cannot do that because of other business/functional requirements?
Secondly, there are more options how to achieve what you want:
1. If you have static list of CustomerCompanies, you just could assign multiple CustomerIDs to single CustomerUser and thus grant access to tickets in multiple Companies (customer ids) through standard „My Company Tickets“ module.
2. If you would like to grant access to those tickets regardless of Customer ID of the ticket, you have to:
a. Grant permissions to those tickets: Create new Ticket Customer Permission module, that will grant the permission based on the Ticket Queue. It will be slight modification of this: https://github.com/OTRS/otrs/blob/master/Kernel/System/Ticket/CustomerPermis...
b. Create presentation point in for those tickets: Create new customer Frontend module which will display the list of tickets per queue. (You could just copy the CustomerTicketsOverview.pm and define custom Filters which won’t filter out tickets based on CustomerID of currently logged on user.
Hope It helped.
Martin
Martin Jerga
ITSM Consultant
Tempest a.s.
tel: +421917792942
From: otrs [mailto:otrs-bounces@lists.otrs.org] On Behalf Of Mikey van der Worp
Sent: Wednesday, August 3, 2016 11:21 AM
To: User questions and discussions about OTRS.