On 28 March 2013 22:20, Gerald Young wrote:

Why is this a hack? It's exactly what it's for. Company Tickets = CustomerID

Well it originally was a hack as this was something that OTRS didn't do out of the box, you had to manually add an additional field into the database and modify some of the code to reference UserCompanyID. On our test system I've only added the following line back into Config.pm: $Self->{CustomerUser}->{CustomerCompanySupport} = 1; This has now allowed the drop down selection of company on the user page (which I would have thought should be the default anyway to stop typos between Customer/Company). But customer users logging in can't see the tickets for their company only their own. So I'm now trying to find what is required in the config to re-enable this? I don't want to have to specify multiple ID values per user so they can see each other's tickets, I just want anyone from the company to be able to see all tickets for that company. Steve

Generic agent set CustomerID = company CustomerID (what the users have) for all tickets. On Thu, Mar 28, 2013 at 6:41 PM, Steven Carr wrote:

On 28 March 2013 22:30, Steven Carr wrote:

...

I don't want to have to specify multiple ID values per user so they can see each other's tickets, I just want anyone from the company to be able to see all tickets for that company.

Steve

OK looks like some of the info in the database is causing it not to recognise the tickets for this company, the CustomerID needed resetting on the tickets. (good job I've only got the one company with multiple customers to fix)

I have a feeling this is from the hack many moons ago, IIRC I first implemented it in v3.0 so quite a while ago.

It's situations like these where proper admin documentation on how to actually use/implement parts of the system would be useful.

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