Hello, I finally have everything setup, or at least I thought I did, for OTRS / ITSM. Everything is working as planned, except one thing! When a customer logs in to the portal, their tickets do not show! From the Agent dashboard, the ticket is there. If the ticket is zoomed, it shows all the proper information. When the Customer logs in, there are not tickets showing! Anyone know what I should check on this? Thanks very much ~Tim
should it be that tickets has customerid different than customer user ?
On Fri, Sep 4, 2009 at 7:03 PM, Timothy J. Deerinck
Hello,
I finally have everything setup, or at least I thought I did, for OTRS / ITSM.
Everything is working as planned, except one thing! When a customer logs in to the portal, their tickets do not show! From the Agent dashboard, the ticket is there. If the ticket is zoomed, it shows all the proper information. When the Customer logs in, there are not tickets showing!
Anyone know what I should check on this?
Thanks very much
~Tim
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I checked that and they are correct. I am using Customer Companies. The company ID is assigned to each Customer as well. Still, no tickets!!
~Tim
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini
Sent: Friday, September 04, 2009 12:38 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Portal Help!
should it be that tickets has customerid different than customer user ?
On Fri, Sep 4, 2009 at 7:03 PM, Timothy J. Deerinck
And you have just checked also [customer users<->groups]. Try to reassign
the permissions (disabling and re enabling), I've read previosly posted
thread where sometimes authorization has required a "refresh"
On Fri, Sep 4, 2009 at 9:54 PM, Timothy J. Deerinck
I checked that and they are correct. I am using Customer Companies. The company ID is assigned to each Customer as well. Still, no tickets!!
~Tim
*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Friday, September 04, 2009 12:38 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Customer Portal Help!
should it be that tickets has customerid different than customer user ?
On Fri, Sep 4, 2009 at 7:03 PM, Timothy J. Deerinck < tdeerinck@networkp.com> wrote:
Hello,
I finally have everything setup, or at least I thought I did, for OTRS / ITSM.
Everything is working as planned, except one thing! When a customer logs in to the portal, their tickets do not show! From the Agent dashboard, the ticket is there. If the ticket is zoomed, it shows all the proper information. When the Customer logs in, there are not tickets showing!
Anyone know what I should check on this?
Thanks very much
~Tim
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Marco,
THANKS! I actually did not have any groups for the Customer Company / User setup. I set one up, assigned the queue to this group, gave the customer permissions, and PERFECT!
Thanks again,
~Tim
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini
Sent: Friday, September 04, 2009 1:05 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Portal Help!
And you have just checked also [customer users<->groups]. Try to reassign the permissions (disabling and re enabling), I've read previosly posted thread where sometimes authorization has required a "refresh"
On Fri, Sep 4, 2009 at 9:54 PM, Timothy J. Deerinck
Hi, On 04.09.2009, at 22:22, Timothy J. Deerinck wrote:
Marco,
THANKS! I actually did not have any groups for the Customer Company / User setup. I set one up, assigned the queue to this group, gave the customer permissions, and PERFECT!
You should really avoid doing customer group permissions, unless you have a good reason for it. Just a tip -- Shawn Beasley shawn@otrs.org Computers make work that one would not have without them go faster!
Shawn, Thanks for the tip, however, what is the best way to link Customer Companies with Queues? ~Tim From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shawn Beasley Sent: Friday, September 04, 2009 1:28 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Portal Help! Hi, On 04.09.2009, at 22:22, Timothy J. Deerinck wrote: Marco, THANKS! I actually did not have any groups for the Customer Company / User setup. I set one up, assigned the queue to this group, gave the customer permissions, and PERFECT! You should really avoid doing customer group permissions, unless you have a good reason for it. Just a tip -- Shawn Beasley shawn@otrs.orgmailto:shawn@otrs.org Computers make work that one would not have without them go faster!
Tim, On 04.09.2009, at 22:31, Timothy J. Deerinck wrote:
Shawn,
Thanks for the tip, however, what is the best way to link Customer Companies with Queues?
You could try an ACL. Search http://faq.otrs.org -- Shawn Beasley shawn@otrs.org Computers make work that one would not have without them go faster!
participants (3)
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Marco Vannini -
Shawn Beasley -
Timothy J. Deerinck