Alan, I think of Users as IT Agents who will be getting assigned tickets to resolve or fulfill. These are the members of the Groups you create and associate with the Queues. Customer users are those who will be reporting troubles and making requests. They are selected in the From field and will receive notification when a ticket is opened and resolved and any other transition you want them to be informed about. I never tried to do this but there is a module in the admin interface to associate Customer users with Groups, which are associated with the Queues to which tickets get assigned. So you might be able to use that to accomplish what you're after. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk@dornc.com

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Alan McKay 8/19/2009 11:24 AM >>> Hey folks,

I've got perhaps a bit of unique situation. I'm the head of the IT team in our small company with about 20 employees, and I plan to use OTRS for internal requests from the people that our team supports. For this I have a queue "Internal Support" and an email address it_support@example.com But I also plan to use it for our external customers, with a queue "External Support" and email support@example.com So I want to set up accounts for everyone in the company, and I'm thinking they should all be "Users" and not "Customer Users". Even though they will be MY customers for the tickets the open into my IT group. However, any tickets coming in from external customers may end up getting assigned to just about any of them. So this seems to make sense to me. Only, I don't really know what the differences are "under the hood" between "User" and "Customer User" Does anyone forsee a problem with this? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

In my point of view Agent Users are representatives of the company and Customer Users are not. Have a look at the demo system on the otrs website to get a feel for what the customer user interface is like, http://www.otrs.org/demo/ Otrs can be used right across the company. Give each department its own queue and assign members of those departments to the groups of the queues. Now when a user from the Marketing department logs in to the Agent interface they'll see their Marketing queue. Now, when you get a request to your IT support queue that's more marketings remit you can add a note to it and then move it to the Marketing queue and they can add details and reassign it as necessary. I don't think customer users can manipulate a ticket like this, I think they can only add updates to it, but I'm not sure as I don't use the customer users. I hope that helps, Rory Clerkin Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/19 Alan McKay :

Hey folks,

I've got perhaps a bit of unique situation.

I'm the head of the IT team in our small company with about 20 employees, and I plan to use OTRS for internal requests from the people that our team supports.  For this I have a queue "Internal Support" and an email address it_support@example.com

But I also plan to use it for our external customers, with a queue "External Support" and email support@example.com

So I want to set up accounts for everyone in the company, and I'm thinking they should all be "Users" and not "Customer Users".  Even though they will be MY customers for the tickets the open into my IT group.  However, any tickets coming in from external customers may end up getting assigned to just about any of them.  So this seems to make sense to me.

Only, I don't really know what the differences are "under the hood" between "User" and "Customer User"

Does anyone forsee a problem with this?

thanks, -Alan

-- “Don't eat anything you've ever seen advertised on TV”         - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/