It's perfect !! ;) Thanks for your help. Benoit DAVAUT -----Original Message----- From: Shawn Beasley [mailto:shawn.beasley@otrs.com] Sent: mercredi 21 mai 2008 22:19 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Need help for configuration Sébastien Prud'homme wrote:

2008/5/21 DAVAUT Benoit [FR] :

...

Hello,

I'm trying to configure OTRS to match up to our needs. But here are the problems I have:

- When a customer opens a new ticket or reply via the web interface, we don't receive any notification by email! Where can I set it? because I didn't find ...

This may be a bug in your version Fixed in 2.2.5 - (2008/01/14) Fixed bug# 977 - No agent notification for new ticket from webinterface if CustomerGroupSupport is enabled

In your preferences, select the queues you want to watch and activate the notification

...

- The second problem is a bit of a particular case : I have company with multiple sites. For example with customer ID : DAV001 / DAV002 / DAV003 ! How can we ensure that the customer can deal with tickets for is own site (My Tickets), but see ALL tickets of various sites (Company Tickets) DAVXXX ? Because, he can handle any ticket company !!

You can use multiple customer ids look in the Defaults.pm for the customer mapping and you will see. # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], If you copy the customer mapping to your Config.pm, add a field in your customer_user table, and un-comment this field, you will have a new field when creating new users CustomerID DA001 CustomerIDs DA002,DA003,DA004

Do you mean have access to company tickets in read only mode?

...

Do you understand my problem? If so, can you help me ... please ?

Thanks for your help !

Best Regards,

Benoit DAVAUT

Adoptez l'éco-attitude.

N'imprimez ce mail que si c'est vraiment nécessaire.

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