Hello everyone, Question : Does anyone know a way to link a single ticket to multiple customers ? Or at least display it in the customer frontend for multiple customers ?
Background : We want to be able to provide more feedback to our customer on the progress of tickets. If a ticket is acknowledged as a valid bug report or enhancement request, we create/link it to associated development tasks in our SCM system's issue tracking, and move the ticket to a queue where it will stay until the associated issues have gone through the whole SCM system's issue tracking flow. To improve feedback, we want to create an integration between our SCM system's issue tracking and OTRS, so that - amongst other things - tickets will automatically move to a different queue if the state of an associated issue changes in the SCM system. To keep this integration straightforward, we want to have a 1:1 mapping of tickets to development task(s). For that, we want to introduce a clearer distinction between customer problem tickets and development task tickets in our OTRS system. Development task tickets will map 1:1 to issues in AccuRev, our SCM system, and each contain a single development task. If a customer problem ticket contains valid bug report(s) or enhancement request(s), we will link the customer problem ticket to existing development task(s) and/or link it to new development task ticket(s). We would like our customers to see the development task tickets, but, as far as I can see, tickets can only be linked to one customer. Best regards, Eric _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
