Re: [otrs] Sharing tickets across customer users
Hi Nils,
I got CustomerIDs field to appear. I reread http://doc.otrs.org/2.4/en/html/x1801.html from the top. First section 11.2.1 shows sample configuration of backend db. My Config.pm did not have $Self->{CustomerUser} = { blah blah blah } that sample did so I copied that into Config.pm. Went to browser and hit F5 and now I have the CustomerIDs field.
Are there any group / company IDs that I simply assign one variable to each customer user then all of the customer users with same company ID can view / edit each other tickets? Adding individual users to each other seems so manual.
Thanks,
Paul
-----Original Message-----
Date: Sat, 17 Jul 2010 11:39:58 +0200
From: Nils Leideck - ITSM
I?m trying to get OTRS to allow customer users to share tickets in same group and eventually I will have two groups. I made the mysql db change per http://doc.otrs.org/2.4/en/html/x1801.html
mysql> ALTER TABLE customer_user ADD customer_ids VARCHAR (250); Query OK, 1 rows affected (0.02 sec) Records: 1 Duplicates: 0 Warnings: 0
You actually did not tell us what problem you are facing but I guess you will never come to a working system with that config file. The Customer Map needs to be completed, not just with the line you posted here. A complete map is written in Kernel/Config/Defaults.pm where you can just copy the default configuration to Kernel/Config.pm and modify the map content to your needs, e.g. adding the new line for customer_ids. Freundliche Gr??e / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project This e-mail may contain Sprint Nextel Company proprietary information intended for the sole use of the recipient(s). Any use by others is prohibited. If you are not the intended recipient, please contact the sender and delete all copies of the message.
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Taylor, Paul W [FIN]