Hi Christophe, our setup has agents in AD and Customer in MySQL backend. I can confirm that with our setup described, users from different Company cannot see their ticket, but only all the Customer Users of the same Company. Where is the true? :-) Ciao, Luca On Tue, Jun 10, 2008 at 9:24 AM, Christophe Flaviani wrote:

Hi Luca,

As I understand it, the section describes the permission for a customer on tickets, and in particular if he needs to check the CustomerID of a ticket to see it. As you configured it, I would expect that all Customers can see the tickets from everyone, even from other companies, as you specified it is not required to check the ID (I could be wrong though...) I don't know your setup, but I managed to achieve this behaviour in the following way (which is the default configuration): - $Self->{'CustomerGroupSupport'} = '0'; - $Self->{CustomerUser} = { .... CustomerUserExcludePrimaryCustomerID => 0 ... } - map the customerID field to a field in your Customer authentication backend (in my case LDAP/AD)

With this setup, each Customer can see his own tickets and the tickets from other Customers with the same CustomerID

Regards,

C.

On Mon, Jun 9, 2008 at 4:33 PM, Luca Maranzano wrote:

...

Hi all,

I'm trying to better understand the logic behind the configuration in the Core::Ticket config section.

The problem was to allow all the Customer Users of the same Customer Company to see all the ticket for that Company, the default configuration seems to not allow this. We have defined a group for every Customer Company, put all the Customer Users in that group with ro and rw privileges and associated the Queue to that group.

So I've modified this:

CustomerTicket::Permission###1-CustomerUserIDCheck: Granted = 0 Module = Kernel::System::Ticket::CustomerPermission::CustomerIDCheck Required = 0 (it was 1 by default)

and now it seems that all the Customers of the same company can see the ticket.

What is the logic behind granted and required? I've tried with Granted=1 and Required=1 (as my logic would suggest ;-) but it did not work.

TIA. Cheers, Luca

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