Tyler Hepworth wrote:

On Mon, 04 Oct 2004 09:19:30 -0500, OTRS main list wrote:

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Is it possible to allow one customer to read (or even, perhaps, modify) another customer's tickets? For example, we want all the customers who work in Department A to be able to read all other Department A customers' tickets, but not be able to read any tickets for customers who work in Department B. I think this may be possible using separate queues for each department, but is it possible when all the tickets are in the same queue?

You will want to use the multi customerIDs feature in version 1.3.1.

Read about it here:

http://doc.otrs.org/1.3/en/html/customer-user-backend.html#AEN784

I read the information at the link but I still do not know how to implement this. What if you are not using LDAP, but simply the default OTRS DB authentication? How do you add another customer id so that only a small subset of customers can view those tickets? Thanks.

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I read the information at the link but I still do not know how to implement this. What if you are not using LDAP, but simply the default OTRS DB authentication? How do you add another customer id so that only a small subset of customers can view those tickets?

Then read about multiple customer ids underneath the DB section of that same link. Here it is from the docs: MultiCustomerIDs: It's also possible to have more the one customer id for one customer. E. g. one customer needs to see all ticket from other customers. Add a new database row and put the customer ids in it (like "CustomerID1, CustomerID2, CustomerID3"). ALTER TABLE customer_user ADD customer_ids VARCHAR (250); And add your new column to your CustomerUser MAP array in Kernel/Config.pm like: # var, frontend, storage, shown, required, storage-type, http-link [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var' ],

if i understood it right you have to set all users that should read the same tickets to the same user-id. then they will be allowed to read these tickets. Never tested that but was told todo so by rob kehl during a session in our house.

That is right. For multiple customers to see the same ticket, they each need the same customer id that is associated with the ticket. Here is a breakdown of how this works. Customer --------------- Name Addr. etc. CustomerID Ticket --------------- Various details CustomerID When a customer creates a ticket, their CustomerID is also associated with the ticket so they can see it. For multiple people to see ticket, they all must have the same CustomerID that the ticket has. In OTRS pre 1.3, this was a limitiation because it was all or nothing. Either nobody could see each others tickets or all tickets were viewable among the same customer id. There was no way of having some "my tickets" that only one person could see and other "company tickets" that multiple people could see. This changed in OTRS 1.3.1. It now supports multiple CustomerIDs. Customer -------------- Name Addr etc CustomerID (one primary id) this defines private or "My Tickets" CustomerIDs (multiple secondary ids) can be held by others as well - "Company Tickets" Ticket --------- Various Details CustomerID (can match either CustomerID or CustomerIDs) Hth, Tyler Hepworth