Hello all, I have installed OTRS 2.4.7 and have it functioning, but am perplexed on how to configure it for our environment. We have many customers that each have many sites. Example: Company A HQ. Company A site 1. Company A site 2. Company A site 3. ... Company A site 300. We want to keep tickets by each site but allow one user at Company A HQ to monitor all Tickets of Company A regardless of which site. As I understand it when we add to the customer_company table the customer_id must be unique, and when we add to the customer_user the customer_id must match a customer_company.customer_id. How can I setup a 1 customer_user to many customer_company entries, or do I need to look for a different TT system? Thanks, -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark@netwolves.com www.netwolves.com
On 05/19/2010 03:16 PM, Steve Clark wrote:
Hello all,
I have installed OTRS 2.4.7 and have it functioning, but am perplexed on how to configure it for our environment.
We have many customers that each have many sites. Example: Company A HQ. Company A site 1. Company A site 2. Company A site 3. ... Company A site 300.
We want to keep tickets by each site but allow one user at Company A HQ to monitor all Tickets of Company A regardless of which site.
As I understand it when we add to the customer_company table the customer_id must be unique, and when we add to the customer_user the customer_id must match a customer_company.customer_id.
How can I setup a 1 customer_user to many customer_company entries, or do I need to look for a different TT system?
Thanks,
As additional information I found the section in the Documentation section 11.2. This seems like it would be very messy with 300 plus customer ids. Or am I missing something. Any direction would be appreciated. Thanks, -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark@netwolves.com www.netwolves.com
Hi, Am I posting to the wrong list? Is there a noobie list I should be posing the following questions to? Your indulgence is appreciated. On 05/21/2010 07:15 AM, Steve Clark wrote:
On 05/19/2010 03:16 PM, Steve Clark wrote:
Hello all,
I have installed OTRS 2.4.7 and have it functioning, but am perplexed on how to configure it for our environment.
We have many customers that each have many sites. Example: Company A HQ. Company A site 1. Company A site 2. Company A site 3. ... Company A site 300.
We want to keep tickets by each site but allow one user at Company A HQ to monitor all Tickets of Company A regardless of which site.
As I understand it when we add to the customer_company table the customer_id must be unique, and when we add to the customer_user the customer_id must match a customer_company.customer_id.
How can I setup a 1 customer_user to many customer_company entries, or do I need to look for a different TT system?
Thanks,
As additional information I found the section in the Documentation section 11.2. This seems like it would be very messy with 300 plus customer ids.
Or am I missing something. Any direction would be appreciated.
Thanks,
-- Steve
Steve Clark wrote :
Am I posting to the wrong list? Is there a noobie list I should be posing the following questions to?
Hi Steve, this is the right list, but so far nobody who has read your mail seems to know the answer. I suggest to wait a week and then ask again or to try http://forums.otrs.org/ . Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de
Hi Steve,
Did you try a search on the archive (like mail-archive.com/otrs@otrs.org)
for something like "multiple customer id"
Basically it is permitted but I've to refresh my mind too... ;)
HTH
MV
On Wed, May 19, 2010 at 9:16 PM, Steve Clark
Hello all,
I have installed OTRS 2.4.7 and have it functioning, but am perplexed on how to configure it for our environment.
We have many customers that each have many sites. Example: Company A HQ. Company A site 1. Company A site 2. Company A site 3. ... Company A site 300.
We want to keep tickets by each site but allow one user at Company A HQ to monitor all Tickets of Company A regardless of which site.
As I understand it when we add to the customer_company table the customer_id must be unique, and when we add to the customer_user the customer_id must match a customer_company.customer_id.
How can I setup a 1 customer_user to many customer_company entries, or do I need to look for a different TT system?
Thanks,
-- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark@netwolves.com www.netwolves.com --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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Hi Steve,
if you don't have a requirement that you also want to restrict some
people to show only tickets for one site, you can get away with using
a separate customer_id per company.
If you DO have the requirement that some customers need to see only
the tickets of one site, while others need to see the tickets for
multiple sites, you DO need to use the multiple customer id´s per
customer user, just as you found in the manual. I understand that this
can become cumbersome if you have loads of custumer id's.
((enjoy))
Michiel Beijen
R&D
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On Wed, May 19, 2010 at 9:16 PM, Steve Clark
site 2. Company A site 3. ... Company A site 300.
We want to keep tickets by each site but allow one user at Company A HQ to monitor all Tickets of Company A regardless of which site.
As I understand it when we add to the customer_company table the customer_id must be unique, and when we add to the customer_user the customer_i
participants (4)
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Alexander Halle -
Marco Vannini -
Michiel Beijen -
Steve Clark