Making customer users see other customer users' tickets
Hello, list We just aplied OTRS for our customer service, and are quite content with it. Now, if we could rule out some final problems before easter, everyone would be happy :) We have several customers organizations, each with several users. For each customer organization, we have one single CustomerID. All customer users from that organization are given the same CustomerID. We use readable names (not numbers) for the CustomerID. So far, so good. All customer users are also member of one or several groups, connecting them to appropriate ticket queues. The customer users are able to create tickets, and can access their own tickets from the customer interface, but they are not able to see other customer users' tickets. Now, what we want is that a customer user with one CustomerID should be able to access all tickets from all other customer users with the same CustomerID, if he is member of the appropriate groups. Is this possible? How? Regards, Ingvar -- Many that live deserve death. And some that die deserve life. Can you give it to them? Then do not be too eager to deal out death in judgement. For even the very wise cannot see all ends. Gandalf
Ingvar Hagelund
Now, what we want is that a customer user with one CustomerID should be able to access all tickets from all other customer users with the same CustomerID, if he is member of the appropriate groups.
Or, in other language, how can we let all customer users in firm ACME see all tickets in queue "acme-web"? Ingvar -- Many that live deserve death. And some that die deserve life. Can you give it to them? Then do not be too eager to deal out death in judgement. For even the very wise cannot see all ends. Gandalf
Hi Ingvar, On Fri, Apr 02, 2004 at 10:05:22AM +0200, Ingvar Hagelund wrote:
Now, what we want is that a customer user with one CustomerID should be able to access all tickets from all other customer users with the same CustomerID, if he is member of the appropriate groups.
It's easy. :) Just give the customer users/group the same customer id. Each customer will see all ticket with the same customer id in customer panel. PS: Maybe you need to update the customer id in ticket table after changeing the customer id if the customer users.
Ingvar
Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
* Ingvar Hagelund
Now, what we want is that a customer user with one CustomerID should be able to access all tickets from all other customer users with the same CustomerID, if he is member of the appropriate groups.
* Martin Edenhofer
Just give the customer users/group the same customer id. Each customer will see all ticket with the same customer id in customer panel.
We already did this. We found the "error" though - a little obscure one too: For testing, we used some test customer users which had same email-adress as an admin user. It seems this made otrs a bit confused. When we applied customer user accounts with uniq addresses, the problem went away. Is this a bug? You choose. Ingvar -- Many that live deserve death. And some that die deserve life. Can you give it to them? Then do not be too eager to deal out death in judgement. For even the very wise cannot see all ends. Gandalf
On Friday, April 02, 2004 12:07 PM
Ingvar Hagelund
We found the "error" though - a little obscure one too: For testing, we used some test customer users which had same email-adress as an admin user. It seems this made otrs a bit confused. When we applied customer user accounts with uniq addresses, the problem went away.
What exactly do you mean by "a bit confused"? What are the exact effects, simply not displaying all CustomerUser tickets it should display? Do you have $Self->{AgentCanBeCustomer} set in Config.pm? Does it go away when setting this to 0?
Is this a bug? You choose.
We're steering towards one, I suppose. Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
On Fri, Apr 02, 2004 at 12:07:36PM +0200, Ingvar Hagelund wrote:
* Ingvar Hagelund
Now, what we want is that a customer user with one CustomerID should be able to access all tickets from all other customer users with the same CustomerID, if he is member of the appropriate groups.
* Martin Edenhofer
Just give the customer users/group the same customer id. Each customer will see all ticket with the same customer id in customer panel.
We already did this.
We found the "error" though - a little obscure one too: For testing, we used some test customer users which had same email-adress as an admin user. It seems this made otrs a bit confused. When we applied customer user accounts with uniq addresses, the problem went away.
Is this a bug? You choose.
Normally the email-address isn't important. Just the customer id. I can't reproduce your problem. .) But it's fine to hear that it's working now. :)
Ingvar
Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
participants (3)
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Ingvar Hagelund -
Martin Edenhofer -
Robert Kehl