Thanks for the responses guys. I guess I was thrown off by the documentation suggesting that I use the human’s e-mail address since it is unique. I mistakenly made the leap that this means it has to be a unique field…but it sounds like it doesn’t have to be.

So I guess what I should do is create a company and name it “Company X” and then create a customer named “Bob” (a user/human) and set Bob’s CustomerID to “CompanyX”. This is what you are suggesting correct?

Thanks for the help.

Daniel

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini
Sent: Tuesday, January 25, 2011 10:50 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] associate customer to company?

I probably have some problem to understand, but I'm using different kind of configuration, and all are working, where some "client" ("" because are internal...) would like to have a single account used by a group and some client like to have personal account.

For the first type I had to manage problems related at the fact that I cannot/I don't have a distribution list with the names of the member of the group, managed by using local /etc/aliases

The second one want to see its ticket but would like to see collegue tickets as well (company ticket). This is managed creating a customer company having an ID (customerID) and then associating this ID in customerID at the customer_user profile.

Incoming mail, are filtered and are associated with che correct X-OTRS-CustomerNo (customerID) and the corresponding X...Queue and so on...

Is the second situation that Daniel is not able to recreate ?

On Tue, Jan 25, 2011 at 2:36 PM, Gerald Young <crythias@gmail.com> wrote:

Before we get too far, the naming scheme is a mess, too.

PostMaster Filter can ask for X-OTRS-CustomerUser (username/login) and X-OTRS-CustomerNo (CustomerID)

the ticket table stores BOTH customer_id (company) and customer_user_id (login).

I'm willing to accept any alternative points of view, and the documentation should win, but in this case, I have a few doubts. I'd hate it if I've been posting incorrect information, and will correct it if I'm wrong.

On Tue, Jan 25, 2011 at 8:28 AM, Gerald Young <crythias@gmail.com> wrote:

Nobody has yet corrected me on my multiple postings on the forums, including this one: http://forums.otrs.org/viewtopic.php?f=60&t=7531 that seem to indicate that sharing a CustomerID is possible. Either I've been telling the wrong story or the implementation of Company Tickets is not optimal. I tend to vote for the latter.

In fact, the field name of the Company identifier in Customer Company *IS* CustomerID, which means it better be possible to share it. The username/login is unique, but the CustomerID doesn't have to be.

On Tue, Jan 25, 2011 at 7:19 AM, Navarro, Daniel <Daniel.Navarro@gtech.com> wrote:

I have “CustomerID” but according to the admin manual that is the identifier for the individual customer (the human being calling in the problem) and every customer needs a unique CustomerID so they therefore recommend using the person’s e-mail address in this field.

Figure 5.14. Adding a customer.

The customer can access to the system by providing his username and password. The CustomerID is

needed by the system to identify the user and his tickets. Since the email address is a unique value, it can

be used as ID.

Thanks,

Daniel

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini
Sent: Tuesday, January 25, 2011 6:06 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] associate customer to company?

Really you don't have CustomerID in customer account creation ? Is

CustomerGroupSupport in sysconfig enabled ?

On Tue, Jan 25, 2011 at 8:48 AM, Navarro, Daniel <Daniel.Navarro@gtech.com> wrote:

I am using OTRS 3.0.4. Is there a way to associate a customer to a company? I found a thread saying that if you first create the company that you should then find a field called “Company ID” in the Add Customer screen, but I do not see such a field.

Thanks,

Daniel

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