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
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
Mikey van der Worphttps://www.linkedin.com/profile/view?id=182619557
System Engineer
Utelisys Communications B.V.
Trinity Buildings
Tower A, 7th floor
Pietersbergweg 15
1105 BM Amsterdam
M +31 (0) 62 942 2052
T +31 (0) 20 561 8010
F +31 (0) 20 561 8021
LinkedInhttps://www.linkedin.com/company/utelisys-communications-b.v./ - Facebookhttps://www.facebook.com/utelisyscommunications
www.utelisys.comhttp://www.utelisys.com/ – https://www.utelisys.com/
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
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.
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
System Engineer
Utelisys Communications B.V.
Trinity Buildings
Tower A, 7th floor
Pietersbergweg 15
1105 BM Amsterdam
M +31 (0) 62 942 2052
T +31 (0) 20 561 8010
F +31 (0) 20 561 8021
LinkedInhttps://www.linkedin.com/company/utelisys-communications-b.v./ - Facebookhttps://www.facebook.com/utelisyscommunications
www.utelisys.comhttp://www.utelisys.com/ – https://www.utelisys.com/
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.
Mikey,
I would like to help you, but I need to understand your requirement and to know your current setup to prevent undesired "collateral damage" :).
First we need to agree what your requirement is:
Standard OTRS behaviour:
- CustomerUser can access ticket if he is the Customer in that ticket
- CustomerUser can access tickets for his CustomerID(only if CompanyTickets feature is enabled)
Your requirement:
- CustomerUser should be able to access ticket if he is the Customer in that ticket (regardless the Queue in which ticket is)
- CustomerUser should be able to access tickets for his CustomerID (regardless the Queue in which ticket is)
- CustomerUser should be able to access tickets in particular Queue (regardless CustomerID/CustomerUser attributes of the ticket)
Please confirm, that is EXACLTY your requirement.
Additional questions:
- Do you want this behaviour to be in effect for all CustomerUsers or just to specific CustomerUsers?
- What is your OTRS version and what addons are installed?
- What is your current setting of CustomerGroupSupport in Sysconfig?
- Are you aware that granting permissions to tickets of others, CustomerUser will be ablee to update/close those tickets?
To be honest, it is possible to fulfill your requirement, but I would say, there is some flaw in the design or the way how do you use OTRS. Queues should not be used to differentiate wether CUSTOMER has an access to the ticket or not. I strongly advise againts ignoring CustomerID.
Regards
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 4:48 PM
To: User questions and discussions about OTRS.
Hi Martin, Yes, that is exactly what I want! Additional questions: - Do you want this behaviour to be in effect for all CustomerUsers or just to specific CustomerUsers?
All the users having an customer account yes.
- What is your OTRS version and what addons are installed?
Version 5.11 (latest), no addons.
- What is your current setting of CustomerGroupSupport in Sysconfig?
No.
- Are you aware that granting permissions to tickets of others, CustomerUser will be ablee to update/close those tickets?
Yes, thats how it should be as he is the main guy over there.
Mikey van der Worphttps://www.linkedin.com/profile/view?id=182619557
System Engineer
Utelisys Communications B.V.
Trinity Buildings
Tower A, 7th floor
Pietersbergweg 15
1105 BM Amsterdam
M +31 (0) 62 942 2052
T +31 (0) 20 561 8010
F +31 (0) 20 561 8021
LinkedInhttps://www.linkedin.com/company/utelisys-communications-b.v./ - Facebookhttps://www.facebook.com/utelisyscommunications
www.utelisys.comhttp://www.utelisys.com/ – https://www.utelisys.com/
On 08/04/2016 12:34 AM, Martin JERGA wrote:
Mikey,
I would like to help you, but I need to understand your requirement and to know your current setup to prevent undesired „collateral damage“ :).
First we need to agree what your requirement is:
Standard OTRS behaviour:
- CustomerUser can access ticket if he is the Customer in that ticket
- CustomerUser can access tickets for his CustomerID(only if CompanyTickets feature is enabled)
Your requirement:
- CustomerUser should be able to access ticket if he is the Customer in that ticket (regardless the Queue in which ticket is)
- CustomerUser should be able to access tickets for his CustomerID (regardless the Queue in which ticket is)
- CustomerUser should be able to access tickets in particular Queue (regardless CustomerID/CustomerUser attributes of the ticket)
Please confirm, that is EXACLTY your requirement.
Additional questions:
- Do you want this behaviour to be in effect for all CustomerUsers or just to specific CustomerUsers?
- What is your OTRS version and what addons are installed?
- What is your current setting of CustomerGroupSupport in Sysconfig?
- Are you aware that granting permissions to tickets of others, CustomerUser will be ablee to update/close those tickets?
To be honest, it is possible to fulfill your requirement, but I would say, there is some flaw in the design or the way how do you use OTRS. Queues should not be used to differentiate wether CUSTOMER has an access to the ticket or not. I strongly advise againts ignoring CustomerID.
Regards
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 4:48 PM
To: User questions and discussions about OTRS.
Hi Martin, My apologizes for mailing again. Did you by any chance got my request ready? Best regards, Mikey van der Worp - Mikey van der Worphttps://www.linkedin.com/profile/view?id=182619557 System Engineer Utelisys Communications B.V. Trinity Buildings Tower A, 7th floor Pietersbergweg 15 1105 BM Amsterdam M +31 (0) 62 942 2052 T +31 (0) 20 561 8010 F +31 (0) 20 561 8021 LinkedInhttps://www.linkedin.com/company/utelisys-communications-b.v./ - Facebookhttps://www.facebook.com/utelisyscommunications www.utelisys.comhttp://www.utelisys.com/ – https://www.utelisys.com/ On 08/04/2016 10:15 AM, Mikey van der Worp wrote: Hi Martin, Yes, that is exactly what I want! Additional questions: - Do you want this behaviour to be in effect for all CustomerUsers or just to specific CustomerUsers?
All the users having an customer account yes.
- What is your OTRS version and what addons are installed?
Version 5.11 (latest), no addons.
- What is your current setting of CustomerGroupSupport in Sysconfig?
No.
- Are you aware that granting permissions to tickets of others, CustomerUser will be ablee to update/close those tickets?
Yes, thats how it should be as he is the main guy over there.
Mikey van der Worphttps://www.linkedin.com/profile/view?id=182619557
System Engineer
Utelisys Communications B.V.
Trinity Buildings
Tower A, 7th floor
Pietersbergweg 15
1105 BM Amsterdam
M +31 (0) 62 942 2052
T +31 (0) 20 561 8010
F +31 (0) 20 561 8021
LinkedInhttps://www.linkedin.com/company/utelisys-communications-b.v./ - Facebookhttps://www.facebook.com/utelisyscommunications
www.utelisys.comhttp://www.utelisys.com/ – https://www.utelisys.com/
On 08/04/2016 12:34 AM, Martin JERGA wrote:
Mikey,
I would like to help you, but I need to understand your requirement and to know your current setup to prevent undesired „collateral damage“ :).
First we need to agree what your requirement is:
Standard OTRS behaviour:
- CustomerUser can access ticket if he is the Customer in that ticket
- CustomerUser can access tickets for his CustomerID(only if CompanyTickets feature is enabled)
Your requirement:
- CustomerUser should be able to access ticket if he is the Customer in that ticket (regardless the Queue in which ticket is)
- CustomerUser should be able to access tickets for his CustomerID (regardless the Queue in which ticket is)
- CustomerUser should be able to access tickets in particular Queue (regardless CustomerID/CustomerUser attributes of the ticket)
Please confirm, that is EXACLTY your requirement.
Additional questions:
- Do you want this behaviour to be in effect for all CustomerUsers or just to specific CustomerUsers?
- What is your OTRS version and what addons are installed?
- What is your current setting of CustomerGroupSupport in Sysconfig?
- Are you aware that granting permissions to tickets of others, CustomerUser will be ablee to update/close those tickets?
To be honest, it is possible to fulfill your requirement, but I would say, there is some flaw in the design or the way how do you use OTRS. Queues should not be used to differentiate wether CUSTOMER has an access to the ticket or not. I strongly advise againts ignoring CustomerID.
Regards
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 4:48 PM
To: User questions and discussions about OTRS.
Hello Mikey,
Sorry I was on vacation last week.
I have provided you a hint how to fulfill your requirement. It requires work in duration 3-4 days (setting up the environment, development, testing, packaging). That amount of work is above what I'm able to put in OTRS community support.
Maybe there is somebody else in the community who will be willing to create addon you need.
Of course we could develop the addon for you commercialy.
Thanks for understanding.
Best regards
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: Thursday, August 11, 2016 3:06 PM
To: User questions and discussions about OTRS.
All the users having an customer account yes.
- What is your OTRS version and what addons are installed?
Version 5.11 (latest), no addons.
- What is your current setting of CustomerGroupSupport in Sysconfig?
No.
- Are you aware that granting permissions to tickets of others, CustomerUser will be ablee to update/close those tickets?
Yes, thats how it should be as he is the main guy over there.
Mikey van der Worphttps://www.linkedin.com/profile/view?id=182619557
System Engineer
Utelisys Communications B.V.
Trinity Buildings
Tower A, 7th floor
Pietersbergweg 15
1105 BM Amsterdam
M +31 (0) 62 942 2052
T +31 (0) 20 561 8010
F +31 (0) 20 561 8021
LinkedInhttps://www.linkedin.com/company/utelisys-communications-b.v./ - Facebookhttps://www.facebook.com/utelisyscommunications
www.utelisys.comhttp://www.utelisys.com/ - https://www.utelisys.com/
On 08/04/2016 12:34 AM, Martin JERGA wrote:
Mikey,
I would like to help you, but I need to understand your requirement and to know your current setup to prevent undesired "collateral damage" :).
First we need to agree what your requirement is:
Standard OTRS behaviour:
- CustomerUser can access ticket if he is the Customer in that ticket
- CustomerUser can access tickets for his CustomerID(only if CompanyTickets feature is enabled)
Your requirement:
- CustomerUser should be able to access ticket if he is the Customer in that ticket (regardless the Queue in which ticket is)
- CustomerUser should be able to access tickets for his CustomerID (regardless the Queue in which ticket is)
- CustomerUser should be able to access tickets in particular Queue (regardless CustomerID/CustomerUser attributes of the ticket)
Please confirm, that is EXACLTY your requirement.
Additional questions:
- Do you want this behaviour to be in effect for all CustomerUsers or just to specific CustomerUsers?
- What is your OTRS version and what addons are installed?
- What is your current setting of CustomerGroupSupport in Sysconfig?
- Are you aware that granting permissions to tickets of others, CustomerUser will be ablee to update/close those tickets?
To be honest, it is possible to fulfill your requirement, but I would say, there is some flaw in the design or the way how do you use OTRS. Queues should not be used to differentiate wether CUSTOMER has an access to the ticket or not. I strongly advise againts ignoring CustomerID.
Regards
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 4:48 PM
To: User questions and discussions about OTRS.
participants (2)
-
Martin JERGA -
Mikey van der Worp