Thanks for your answer Neil. By default, OTRS create tickets from email customers with CustomerID = source_emailaddress which is perfect for us but in this case, if I have :
- One company on which CustomerID in set in CustomerCompany preferences to CompanyA - One user UserA1 which belongs to CompanyA that send us an email, this user's CustomerID is by default [EMAIL PROTECTED] - Another user UserA2 which also belongs to CompanyB that send us another email, this user's CustomerID is by default [EMAIL PROTECTED] So how do you please do to get it works the way we need under Customer Frontend (customer.pl)? With UserA1 login : we will have UserA1 tickets in MyTickets but nothing in Company Tickets With UserA2 login : we will have UserA2 tickets in MyTickets but nothing in Company Tickets too What/Where is the link between Users <-> Company please ? Thanks for your answer. Laurent Le mercredi 11 juillet 2007 à 17:07 +0200, Nils Breunese (Lemonbit) a écrit : > Laurent Minost wrote: > > > We're in discussion to change our current ticketing system (Double > > Choco > > Latte) for a new one and OTRS could be a good one to choose but I > > wonder > > a lot about CustomerUsers/Company management in OTRS. > > > > We need a "simple" kind of management with basically : > > > > -CompanyA includes several technical contacts (UserA1, UserA2, > > UserA3 ...). Under Customer Frontend (customer.pl) for UserA1, we need > > tickets opened by UserA1 to be displayed (Purpose of MyTickets ?) and > > also tickets of all other users to be displayed (Purpose of Company > > Tickets ?). > > > > -Same thing for CompanyB ... and so on ...we have a lot of Customer > > Companies ... > > > > > > > > Question is : how to achieve this ? I don't understand well the way > > how > > this kind of management works with CustomerID and CustomerIDs ? > > > > Could someone give me informations about this please ? > > > > I looked at the documentation and found > > http://doc.otrs.org/2.1/en/html/x1482.html which is talking about > > Multiple Customer IDs but what we need is defining which CustomerUsers > > are "members" of a CustomerCompany ? > > > > So when a ticket is created by Customer UserA1, this ticket will > > appear > > on Customer Frontend / Company Tickets for UserA2, UserA3 ... etc > > because these users are also "members" of CustomerCompany of UserA1. > > > > Is it possible please and if it is, could you please gave me some > > hints > > on how to implement this? > > Use the same CustomerID for users of the same company. > > Nils Breunese. > _______________________________________________ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.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 Support or consulting for your OTRS system? => http://www.otrs.com/
