CustomerUsers and CustomerCompany in OTRS
Hi, We're in discussion to change our current ticketing system (Double Choco Latte) for a new one and OTRS could be a good one to choose but I wonder a lot about CustomerUsers/Company management in OTRS. We need a "simple" kind of management with basically : -CompanyA includes several technical contacts (UserA1, UserA2, UserA3 ...). Under Customer Frontend (customer.pl) for UserA1, we need tickets opened by UserA1 to be displayed (Purpose of MyTickets ?) and also tickets of all other users to be displayed (Purpose of Company Tickets ?). -Same thing for CompanyB ... and so on ...we have a lot of Customer Companies ... Question is : how to achieve this ? I don't understand well the way how this kind of management works with CustomerID and CustomerIDs ? Could someone give me informations about this please ? I looked at the documentation and found http://doc.otrs.org/2.1/en/html/x1482.html which is talking about Multiple Customer IDs but what we need is defining which CustomerUsers are "members" of a CustomerCompany ? So when a ticket is created by Customer UserA1, this ticket will appear on Customer Frontend / Company Tickets for UserA2, UserA3 ... etc because these users are also "members" of CustomerCompany of UserA1. Is it possible please and if it is, could you please gave me some hints on how to implement this? Thanks by advance for your answer. Best regards. Laurent Minost
Laurent Minost wrote:
We're in discussion to change our current ticketing system (Double Choco Latte) for a new one and OTRS could be a good one to choose but I wonder a lot about CustomerUsers/Company management in OTRS.
We need a "simple" kind of management with basically :
-CompanyA includes several technical contacts (UserA1, UserA2, UserA3 ...). Under Customer Frontend (customer.pl) for UserA1, we need tickets opened by UserA1 to be displayed (Purpose of MyTickets ?) and also tickets of all other users to be displayed (Purpose of Company Tickets ?).
-Same thing for CompanyB ... and so on ...we have a lot of Customer Companies ...
Question is : how to achieve this ? I don't understand well the way how this kind of management works with CustomerID and CustomerIDs ?
Could someone give me informations about this please ?
I looked at the documentation and found http://doc.otrs.org/2.1/en/html/x1482.html which is talking about Multiple Customer IDs but what we need is defining which CustomerUsers are "members" of a CustomerCompany ?
So when a ticket is created by Customer UserA1, this ticket will appear on Customer Frontend / Company Tickets for UserA2, UserA3 ... etc because these users are also "members" of CustomerCompany of UserA1.
Is it possible please and if it is, could you please gave me some hints on how to implement this?
Use the same CustomerID for users of the same company. Nils Breunese.
Thanks for your answer Neil. By default, OTRS create tickets from email customers with CustomerID = source_emailaddress which is perfect for us but in this case, if I have : - One company on which CustomerID in set in CustomerCompany preferences to CompanyA - One user UserA1 which belongs to CompanyA that send us an email, this user's CustomerID is by default UserA1@toto.com - Another user UserA2 which also belongs to CompanyB that send us another email, this user's CustomerID is by default UserA2@toto.com So how do you please do to get it works the way we need under Customer Frontend (customer.pl)? With UserA1 login : we will have UserA1 tickets in MyTickets but nothing in Company Tickets With UserA2 login : we will have UserA2 tickets in MyTickets but nothing in Company Tickets too What/Where is the link between Users <-> Company please ? Thanks for your answer. Laurent Le mercredi 11 juillet 2007 à 17:07 +0200, Nils Breunese (Lemonbit) a écrit :
Laurent Minost wrote:
We're in discussion to change our current ticketing system (Double Choco Latte) for a new one and OTRS could be a good one to choose but I wonder a lot about CustomerUsers/Company management in OTRS.
We need a "simple" kind of management with basically :
-CompanyA includes several technical contacts (UserA1, UserA2, UserA3 ...). Under Customer Frontend (customer.pl) for UserA1, we need tickets opened by UserA1 to be displayed (Purpose of MyTickets ?) and also tickets of all other users to be displayed (Purpose of Company Tickets ?).
-Same thing for CompanyB ... and so on ...we have a lot of Customer Companies ...
Question is : how to achieve this ? I don't understand well the way how this kind of management works with CustomerID and CustomerIDs ?
Could someone give me informations about this please ?
I looked at the documentation and found http://doc.otrs.org/2.1/en/html/x1482.html which is talking about Multiple Customer IDs but what we need is defining which CustomerUsers are "members" of a CustomerCompany ?
So when a ticket is created by Customer UserA1, this ticket will appear on Customer Frontend / Company Tickets for UserA2, UserA3 ... etc because these users are also "members" of CustomerCompany of UserA1.
Is it possible please and if it is, could you please gave me some hints on how to implement this?
Use the same CustomerID for users of the same company.
Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
participants (2)
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Laurent Minost -
Nils Breunese (Lemonbit)