Hi, 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? Thanks by advance for your answer. Best regards. Laurent Minost _______________________________________________ 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/
