To update based on questions: 'log' = open. So when I say 'log a ticket', I mean 'open a ticket'.
'reported' means to run reports. So, say I want to know how many tickets for company example.com were opened, handled in a specific manner, were within SLA's example, I need an easy way to group just these example.com tickets. 'customercompanysupport => 1 should work and by my understanding should change the CustomerID fields into a drop down list populated with the companies from the customer_company table. I am not getting a drop down list, when creating a new ticket, editing a ticket, or creating/editing a user. The objective: - f...@example.com<mailto:f...@example.com> - sa...@example.com<mailto:sa...@example.com> - j...@example.com<mailto:j...@example.com> All can open tickets by sending in an email. Example.com has an internal account manager, who should be notified his customer has a new ticket (he is an agent, but he is NOT responsible for actioning the ticket, he just needs to know a ticket is raised) (the 'account manager' is not defined anywhere yet, likely use a dynamic field or the comments field in customer_company) The tickets should go to 'normal' queue. When an agent takes action on these tickets, account manager for example.com should be cc'd the action. When a ticket is raised by sa...@gmail.com<mailto:sa...@gmail.com>, it will initially get filed to gmail.com, but when the agent realises that it is the same sally as sa...@example.com<mailto:sa...@example.com>, the agent should be able to choose example.com from a dropdown list in the CustomerID field to update this (not have to type it in), and that should trigger the alert to the account manager. Now, a lot of this functionality is beyond what I posted to otterhub or the list the other day, but I hope it helps to build a picture of the workflow we are building. The immediate problem is: CustomerID does not present as a drop down list. Most of the rest of the functionality is on hold until I can solve this. And the rest of the functionality may not end up 'native' to OTRS anyway, which is precisely why I'm running it on MS SQL, as that is where our inhouse skills sit and it meshes with our .net applications and developers, who can manage 'most' of the rest of the functionality within the windows environment if we find OTRS unable to meet our needs. Cheers Rob. From: Rob Shears Sent: 03 November 2015 10:12 To: 'otrs@otrs.org' Subject: CustomerCompany/CustomerGroup/CustomerID I am having some issues with the definitions and deployment options for the solution I need to provide and wondered if someone more familiar with OTRS can help me work out what these various terms refer to, so that I can make sure I am less confused. OTRS 4.0.13 CentOS 7 MS SQL (via unixODBC) The setup is fully functional but I need to make some extensions that I'm not quite getting my head around correctly. I need to allow multiple users (unique email addresses) to log tickets on behalf of specific companies. So... fr...@example.com<mailto:fr...@example.com> j...@example.com<mailto:j...@example.com> pe...@example.com<mailto:pe...@example.com> All need to be able to log tickets that can be reported on/queued/actioned/sla'd/serviced/whatever by "example.com, the company". These users, as yet, do not need to be able to logon to the system, if that matters. Based on my reading, as the initial step, I was trying to enable CustomerCompanySupport through the config.pm file, to change the CustomerID field when creating a new customer user into a dropdown list allowing the selection of an existing company, but have been unable to get that to work. After further reading, I'm unsure now if that is even the correct approach? Eventually, I want to configure the system to detect the email domain of the sender, create a new customer_user if the return address doesn't yet exist, link that to the 'parent' company, notify the 'parent company' queue manager internally and externally and move the new ticket to the appropriate queue. I don't think any of this is 'undoable' from my research, but simply getting the CustomerID to reference the customer_company table I have not been able to achieve! What is the correct approach and combination of features that will achieve this? Is this even possible? I can edit the customer details (user, company) via the GUI, so am I correct in assuming I don't need to define an 'external' backend in the config.pm for the customer tables? I posted a topic on the community forums (http://forums.otterhub.org/viewtopic.php?f=62&t=30599&sid=43c909d7d9c784f0f19d60199e7bf9bc) but the initial comments there actually have me questioning the terminology I'm using, so I figured I'd ask the list! Cheers Rob.
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