Nobody has yet corrected me on my multiple postings on the forums, including this one: http://forums.otrs.org/viewtopic.php?f=60&t=7531 that seem to indicate that sharing a CustomerID is possible. Either I've been telling the wrong story or the implementation of Company Tickets is not optimal. I tend to vote for the latter. In fact, the field name of the Company identifier in Customer Company *IS* CustomerID, which means it better be possible to share it. The username/login is unique, but the CustomerID doesn't have to be. On Tue, Jan 25, 2011 at 7:19 AM, Navarro, Daniel wrote:

I have “CustomerID” but according to the admin manual that is the identifier for the individual customer (the human being calling in the problem) and every customer needs a unique CustomerID so they therefore recommend using the person’s e-mail address in this field.

*Figure 5.14. Adding a customer.*

The customer can access to the system by providing his username and password. The CustomerID is

needed by the system to identify the user and his tickets. Since the email address is a unique value, it can

be used as ID.

Thanks,

Daniel

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Tuesday, January 25, 2011 6:06 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] associate customer to company?

Really you don't have CustomerID in customer account creation ? Is CustomerGroupSupport in sysconfig enabled ?

On Tue, Jan 25, 2011 at 8:48 AM, Navarro, Daniel wrote:

I am using OTRS 3.0.4. Is there a way to associate a customer to a company? I found a thread saying that if you first create the company that you should then find a field called “Company ID” in the Add Customer screen, but I do not see such a field.

Thanks,

Daniel

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I probably have some problem to understand, but I'm using different kind of configuration, and all are working, where some "client" ("" because are internal...) would like to have a single account used by a group and some client like to have personal account. For the first type I had to manage problems related at the fact that I cannot/I don't have a distribution list with the names of the member of the group, managed by using local /etc/aliases The second one want to see its ticket but would like to see collegue tickets as well (company ticket). This is managed creating a customer company having an ID (customerID) and then associating this ID in customerID at the customer_user profile. Incoming mail, are filtered and are associated with che correct X-OTRS-CustomerNo (customerID) and the corresponding X...Queue and so on... Is the second situation that Daniel is not able to recreate ? On Tue, Jan 25, 2011 at 2:36 PM, Gerald Young wrote:

Before we get too far, the naming scheme is a mess, too. PostMaster Filter can ask for X-OTRS-CustomerUser (username/login) and X-OTRS-CustomerNo (CustomerID) the ticket table stores BOTH customer_id (company) and customer_user_id (login).

I'm willing to accept any alternative points of view, and the documentation should win, but in this case, I have a few doubts. I'd hate it if I've been posting incorrect information, and will correct it if I'm wrong.

On Tue, Jan 25, 2011 at 8:28 AM, Gerald Young wrote:

...

Nobody has yet corrected me on my multiple postings on the forums, including this one: http://forums.otrs.org/viewtopic.php?f=60&t=7531 that seem to indicate that sharing a CustomerID is possible. Either I've been telling the wrong story or the implementation of Company Tickets is not optimal. I tend to vote for the latter.

In fact, the field name of the Company identifier in Customer Company *IS* CustomerID, which means it better be possible to share it. The username/login is unique, but the CustomerID doesn't have to be.

On Tue, Jan 25, 2011 at 7:19 AM, Navarro, Daniel < Daniel.Navarro@gtech.com> wrote:

...

I have “CustomerID” but according to the admin manual that is the identifier for the individual customer (the human being calling in the problem) and every customer needs a unique CustomerID so they therefore recommend using the person’s e-mail address in this field.

*Figure 5.14. Adding a customer.*

The customer can access to the system by providing his username and password. The CustomerID is

needed by the system to identify the user and his tickets. Since the email address is a unique value, it can

be used as ID.

Thanks,

Daniel

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Tuesday, January 25, 2011 6:06 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] associate customer to company?

Really you don't have CustomerID in customer account creation ? Is CustomerGroupSupport in sysconfig enabled ?

On Tue, Jan 25, 2011 at 8:48 AM, Navarro, Daniel < Daniel.Navarro@gtech.com> wrote:

I am using OTRS 3.0.4. Is there a way to associate a customer to a company? I found a thread saying that if you first create the company that you should then find a field called “Company ID” in the Add Customer screen, but I do not see such a field.

Thanks,

Daniel

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Right MV On Tue, Jan 25, 2011 at 3:46 PM, Navarro, Daniel wrote:

Thanks for the responses guys. I guess I was thrown off by the documentation suggesting that I use the human’s e-mail address since it is unique. I mistakenly made the leap that this means it has to be a unique field…but it sounds like it doesn’t have to be.

So I guess what I should do is create a company and name it “Company X” and then create a customer named “Bob” (a user/human) and set Bob’s CustomerID to “CompanyX”. This is what you are suggesting correct?

Thanks for the help.

Daniel

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Tuesday, January 25, 2011 10:50 AM

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] associate customer to company?

I probably have some problem to understand, but I'm using different kind of configuration, and all are working, where some "client" ("" because are internal...) would like to have a single account used by a group and some client like to have personal account.

For the first type I had to manage problems related at the fact that I cannot/I don't have a distribution list with the names of the member of the group, managed by using local /etc/aliases

The second one want to see its ticket but would like to see collegue tickets as well (company ticket). This is managed creating a customer company having an ID (customerID) and then associating this ID in customerID at the customer_user profile.

Incoming mail, are filtered and are associated with che correct X-OTRS-CustomerNo (customerID) and the corresponding X...Queue and so on...

Is the second situation that Daniel is not able to recreate ?

On Tue, Jan 25, 2011 at 2:36 PM, Gerald Young wrote:

Before we get too far, the naming scheme is a mess, too.

PostMaster Filter can ask for X-OTRS-CustomerUser (username/login) and X-OTRS-CustomerNo (CustomerID)

the ticket table stores BOTH customer_id (company) and customer_user_id (login).

I'm willing to accept any alternative points of view, and the documentation should win, but in this case, I have a few doubts. I'd hate it if I've been posting incorrect information, and will correct it if I'm wrong.

On Tue, Jan 25, 2011 at 8:28 AM, Gerald Young wrote:

Nobody has yet corrected me on my multiple postings on the forums, including this one: http://forums.otrs.org/viewtopic.php?f=60&t=7531 that seem to indicate that sharing a CustomerID is possible. Either I've been telling the wrong story or the implementation of Company Tickets is not optimal. I tend to vote for the latter.

In fact, the field name of the Company identifier in Customer Company *IS* CustomerID, which means it better be possible to share it. The username/login is unique, but the CustomerID doesn't have to be.

On Tue, Jan 25, 2011 at 7:19 AM, Navarro, Daniel wrote:

I have “CustomerID” but according to the admin manual that is the identifier for the individual customer (the human being calling in the problem) and every customer needs a unique CustomerID so they therefore recommend using the person’s e-mail address in this field.

*Figure 5.14. Adding a customer.*

The customer can access to the system by providing his username and password. The CustomerID is

needed by the system to identify the user and his tickets. Since the email address is a unique value, it can

be used as ID.

Thanks,

Daniel

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Tuesday, January 25, 2011 6:06 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] associate customer to company?

Really you don't have CustomerID in customer account creation ? Is CustomerGroupSupport in sysconfig enabled ?

On Tue, Jan 25, 2011 at 8:48 AM, Navarro, Daniel wrote:

I am using OTRS 3.0.4. Is there a way to associate a customer to a company? I found a thread saying that if you first create the company that you should then find a field called “Company ID” in the Add Customer screen, but I do not see such a field.

Thanks,

Daniel

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indeed every installation and usage are to be evalueted... as usual, but, just to start, one has to understand the usage and feature that the tools offers and then plasm it at his organization/flow/needs On Tue, Jan 25, 2011 at 3:54 PM, Gerald Young wrote:

I don't really want to suggest that because of the reasons stated in the link I provided in the forums. (Briefly: customers of the same company may NOT need to know what other customers have submitted (the Company Tickets tab can give a customer that access for tickets that have the same customer_id (company) as the customer).

It is not possible for you to arrange customer<->groups and manage different group for different queue ? This is another conf method, do you agree ? But a department head/manager may very well need to see tickets submitted

for his company (see customer_ids).

On Tue, Jan 25, 2011 at 9:46 AM, Navarro, Daniel

...

wrote:

...

Thanks for the responses guys. I guess I was thrown off by the documentation suggesting that I use the human’s e-mail address since it is unique. I mistakenly made the leap that this means it has to be a unique field…but it sounds like it doesn’t have to be.

So I guess what I should do is create a company and name it “Company X” and then create a customer named “Bob” (a user/human) and set Bob’s CustomerID to “CompanyX”. This is what you are suggesting correct?

Thanks for the help.

Daniel

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Tuesday, January 25, 2011 10:50 AM

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] associate customer to company?

I probably have some problem to understand, but I'm using different kind of configuration, and all are working, where some "client" ("" because are internal...) would like to have a single account used by a group and some client like to have personal account.

For the first type I had to manage problems related at the fact that I cannot/I don't have a distribution list with the names of the member of the group, managed by using local /etc/aliases

The second one want to see its ticket but would like to see collegue tickets as well (company ticket). This is managed creating a customer company having an ID (customerID) and then associating this ID in customerID at the customer_user profile.

Incoming mail, are filtered and are associated with che correct X-OTRS-CustomerNo (customerID) and the corresponding X...Queue and so on...

Is the second situation that Daniel is not able to recreate ?

On Tue, Jan 25, 2011 at 2:36 PM, Gerald Young wrote:

Before we get too far, the naming scheme is a mess, too.

PostMaster Filter can ask for X-OTRS-CustomerUser (username/login) and X-OTRS-CustomerNo (CustomerID)

the ticket table stores BOTH customer_id (company) and customer_user_id (login).

I'm willing to accept any alternative points of view, and the documentation should win, but in this case, I have a few doubts. I'd hate it if I've been posting incorrect information, and will correct it if I'm wrong.

On Tue, Jan 25, 2011 at 8:28 AM, Gerald Young wrote:

Nobody has yet corrected me on my multiple postings on the forums, including this one: http://forums.otrs.org/viewtopic.php?f=60&t=7531 that seem to indicate that sharing a CustomerID is possible. Either I've been telling the wrong story or the implementation of Company Tickets is not optimal. I tend to vote for the latter.

In fact, the field name of the Company identifier in Customer Company *IS* CustomerID, which means it better be possible to share it. The username/login is unique, but the CustomerID doesn't have to be.

On Tue, Jan 25, 2011 at 7:19 AM, Navarro, Daniel < Daniel.Navarro@gtech.com> wrote:

I have “CustomerID” but according to the admin manual that is the identifier for the individual customer (the human being calling in the problem) and every customer needs a unique CustomerID so they therefore recommend using the person’s e-mail address in this field.

*Figure 5.14. Adding a customer.*

The customer can access to the system by providing his username and password. The CustomerID is

needed by the system to identify the user and his tickets. Since the email address is a unique value, it can

be used as ID.

Thanks,

Daniel

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Tuesday, January 25, 2011 6:06 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] associate customer to company?

Really you don't have CustomerID in customer account creation ? Is CustomerGroupSupport in sysconfig enabled ?

On Tue, Jan 25, 2011 at 8:48 AM, Navarro, Daniel < Daniel.Navarro@gtech.com> wrote:

I am using OTRS 3.0.4. Is there a way to associate a customer to a company? I found a thread saying that if you first create the company that you should then find a field called “Company ID” in the Add Customer screen, but I do not see such a field.

Thanks,

Daniel

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For my particular set up, I just found out we won't even be providing access for customers to log into the web server. We will basically use it to log calls that the customers phone into our Ops Center. I want to have a way when starting the ticket to choose the customer (which I notice that already works quite nicely) and then have the ticket be sure to capture that this ticket is from Company X or Company Y based on the customer's account info in the DB. This is why my original question was how do I tie customers to companies? Gerald, if you don't recommend using the CustomerID field in the Add New Customer screen as a COMPANY NAME that also is already entered as a Company in my OTRS setup, how do you suggest I use the CustomerID field and how do you suggest I associate a customer (human) to a company? I just read the thread you pointed out. It seems that you agree that "IBM" can be used for CustomerID in the Add New Customer screen. If I am not at all worried about customers from Company X seeing tickets from Company Y (because none of them will have web access anyways), does this seem like a good route to go? Thanks again. You've been a huge help these past few days. Daniel From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Tuesday, January 25, 2011 12:23 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] associate customer to company? Marco, yes, I agree with you. :) I don't know if it applies to the original request (associate customers with companies), but it does allow reducing queues for customers, potentially using the groups as "companies". As I think about it, in 3.0, one may be able to send a Notification (Event) to an entire group, and as far as I can tell, this is the only specific way OTRS can send any correspondence to an entire customer company, if all the customers of a company are members of that group. On Tue, Jan 25, 2011 at 10:03 AM, Marco Vannini mailto:marco.vannini@gmail.com> wrote: indeed every installation and usage are to be evalueted... as usual, but, just to start, one has to understand the usage and feature that the tools offers and then plasm it at his organization/flow/needs On Tue, Jan 25, 2011 at 3:54 PM, Gerald Young mailto:crythias@gmail.com> wrote: I don't really want to suggest that because of the reasons stated in the link I provided in the forums. (Briefly: customers of the same company may NOT need to know what other customers have submitted (the Company Tickets tab can give a customer that access for tickets that have the same customer_id (company) as the customer). It is not possible for you to arrange customer<->groups and manage different group for different queue ? This is another conf method, do you agree ? But a department head/manager may very well need to see tickets submitted for his company (see customer_ids). CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the intended recipient. If you receive this email in error, please delete it from your system immediately and notify us either by email, telephone or fax. You should not copy, forward, or otherwise disclose the content of the email.