Allowing Users to See Requests from Others in Their Organization
Hello everyone, We've been looking for a new request tracking system. I'm having trouble discerning from the OTRS documentation whether or not OTRS supports one of our requirements. I hoped someone on this list might be able to help. We have many customers who are organization (e.g., ACME Company). Within each organization, there are several users who send us requests. One of the problems we have right now is the Joe and Sue from ACME Company don't talk to each other about their requests. Therefore, both Joe and Sue believe they should get their requests handled immediately without realizing that someone else from their company is ahead of them in the queue. What we would like is a system where Joe and Sue can see each other's requests but not any requests from other customer organizations. Is that possible with OTRS? Thank You, Jason
Just a quick follow up to see if anyone has any suggestions on whether or not the scenario I describe below is possible with OTRS. I'm trying to decide whether or not to make installing OTRS my weekend project. Thank You, Jason On Feb 11, 2004, at 8:49 AM, Jason Grigsby wrote:
Hello everyone,
We've been looking for a new request tracking system. I'm having trouble discerning from the OTRS documentation whether or not OTRS supports one of our requirements. I hoped someone on this list might be able to help.
We have many customers who are organization (e.g., ACME Company). Within each organization, there are several users who send us requests. One of the problems we have right now is the Joe and Sue from ACME Company don't talk to each other about their requests. Therefore, both Joe and Sue believe they should get their requests handled immediately without realizing that someone else from their company is ahead of them in the queue.
What we would like is a system where Joe and Sue can see each other's requests but not any requests from other customer organizations. Is that possible with OTRS?
Thank You,
Jason
Jason Grigsby wrote:
Just a quick follow up to see if anyone has any suggestions on whether or not the scenario I describe below is possible with OTRS. I'm trying to decide whether or not to make installing OTRS my weekend project.
Thank You,
Jason
On Feb 11, 2004, at 8:49 AM, Jason Grigsby wrote:
Hello everyone,
We've been looking for a new request tracking system. I'm having trouble discerning from the OTRS documentation whether or not OTRS supports one of our requirements. I hoped someone on this list might be able to help.
We have many customers who are organization (e.g., ACME Company). Within each organization, there are several users who send us requests. One of the problems we have right now is the Joe and Sue from ACME Company don't talk to each other about their requests. Therefore, both Joe and Sue believe they should get their requests handled immediately without realizing that someone else from their company is ahead of them in the queue.
What we would like is a system where Joe and Sue can see each other's requests but not any requests from other customer organizations. Is that possible with OTRS?
Thank You,
Jason
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I would just setup a distribution list with both users in that list and the helpdesk. I believe with procmail you can bounce each users email to the DL. If you just want to use OTRS, you could just CC Joe's email addy in with Sue's request, and Vice Versa. -- Erik Mathis AIU Dunwoody Network Administrator
On Wednesday, February 11, 2004 5:49 PM
Jason Grigsby
What we would like is a system where Joe and Sue can see each other's requests but not any requests from other customer organizations. Is that possible with OTRS?
This possible in OTRS using Group<->Customer relationships. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
Hi Jason, On Wed, Feb 11, 2004 at 08:49:16AM -0800, Jason Grigsby wrote:
[...] We have many customers who are organization (e.g., ACME Company). Within each organization, there are several users who send us requests. One of the problems we have right now is the Joe and Sue from ACME Company don't talk to each other about their requests. Therefore, both Joe and Sue believe they should get their requests handled immediately without realizing that someone else from their company is ahead of them in the queue.
What we would like is a system where Joe and Sue can see each other's requests but not any requests from other customer organizations. Is that possible with OTRS?
This is easy. Just set the same CustomerID to this customers. If the user Joe with CustomerID "ACME" is in the customer panel, the the customer will see all tickets with the CustomerID "ACME". E. g. Sue (also CustomerID "ACME") already created tickets, then Joe will also see this tickets.
Jason
Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
participants (4)
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Erik Mathis -
Jason Grigsby -
Martin Edenhofer -
Robert Kehl