I believe the CustomerIDs are supposed to list a quantity of CustomerID that apply to the users. User John Smith might have a CustomerID of johnsmith@domain.tld and maybe CustomerIDs of ... well, it may not be relevant to him. User Bob Manager might have a CustomerID of bobmanager@domain.tld BUT he has CustomerIDs of johnsmith@domain.tld, janedoe@domain.tld, otherpersonbobmanages@domain.tld This causes a big list and may really be unnecessary. Individuals may have the same CustomerID (Department, Company) which makes managing the supervisor multiple CustomerIDs easier or potentially unnecessary (depends). The downside/upside of users having the same CustomerID is of course all users with the same CustomerID can see each other's tickets in Company Tickets. Or, to put it another way, CustomerIDs is simply a list of valid CustomerID that a user can see. If nobody has Tech'Advantage as a CustomerID, putting it in CustomerIDs has no effect. On Wed, Nov 10, 2010 at 1:28 PM, GARDAIS Ionel < ionel.gardais@tech-advantage.com> wrote:

Hi,

I think I'm missing something with company tickets and customer ids.

Here is the setup : - hand-defined company from the web interface with CustomerID set to "Tech'Advantage" - Customer data pulled from AD with the following mapping :

[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'company', 1, 0, 'var', '', 0 ],

- AD's "company" field filled with "Tech'Advantage".

I confirm that when browsing over the clients list, the "CustomerID" field contains their email addess and the "CustomerIDs" field contains "Tech'Advantage".

Then, as an agent, I created two test tickets for two customers with different "CustomerID" but same "CustomersIDs".

Unfortunately, when browsing the "Company tickets" through the customer interface, it still displays only current customer tickets, not the other created for it's colleague.

Am I missing something ?

Thanks, Ionel

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On Wed, Nov 10, 2010 at 07:28:18PM +0100, GARDAIS Ionel wrote:

I think I'm missing something with company tickets and customer ids.

Here is the setup : - hand-defined company from the web interface with CustomerID set to "Tech'Advantage" - Customer data pulled from AD with the following mapping : [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'company', 1, 0, 'var', '', 0 ], - AD's "company" field filled with "Tech'Advantage".

I confirm that when browsing over the clients list, the "CustomerID" field contains their email addess and the "CustomerIDs" field contains "Tech'Advantage".

Then, as an agent, I created two test tickets for two customers with different "CustomerID" but same "CustomersIDs".

This is not the way it works. See http://doc.otrs.org/3.0/en/html/x2224.html for an explanation (you have to add a field to DB etc.). I'm using this feature and it works. Customer_ID of user A can be for example "COMPANY_X" and Customer_ids can then be "COMPANY_Y;COMPANY_Z;" and then user A can also see tickets of COMPANY_Y and COMPANY_Z. Assign a company name to customer_id, do not use indivudual e-mail addresses (although you could, but then it becomes unmanageable). Not sure if it is a good idea to use strings with quotes etc. as customer_id, as you suggest, but that's a question of testing. -- -- -- Jos Vos -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204