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/CustomerPermission/CustomerIDCheck.pm
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
Hi Martin,
We want to create
a useraccount for the customer.pl, this accounts needs to be
able to see "ALL" tickets in a queue, so without the use of
customer codes. 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.
Best regards,
Mikey van der Worp
On 08/03/2016 10:56
AM, Martin JERGA wrote:
Hello Mikey,
I could not understand your question.
Could you describe your business requirement in more
details.
Martin
On Aug 3, 2016 10:52
AM, Mikey van der Worp
<mvdworp@utelisys.com> wrote:
Still nobody?
Does really nobody has a clue about this?
Mikey
On 08/01/2016
02:28 PM, Mikey van der Worp wrote:
Hi all,
I want to be able to create a user for the
Customer Frontend, and assign it to a full queue.
Without account codes or anything as some tickets
are not able to be changed. Can somebody explain
me how or send me a link?
Best regards,
Mikey van der Worp