In my point of view Agent Users are representatives of the company and Customer Users are not. Have a look at the demo system on the otrs website to get a feel for what the customer user interface is like,
http://www.otrs.org/demo/ Otrs can be used right across the company. Give each department its own queue and assign members of those departments to the groups of the queues. Now when a user from the Marketing department logs in to the Agent interface they'll see their Marketing queue. Now, when you get a request to your IT support queue that's more marketings remit you can add a note to it and then move it to the Marketing queue and they can add details and reassign it as necessary. I don't think customer users can manipulate a ticket like this, I think they can only add updates to it, but I'm not sure as I don't use the customer users. I hope that helps, Rory Clerkin Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/19 Alan McKay <[email protected]>: > Hey folks, > > I've got perhaps a bit of unique situation. > > I'm the head of the IT team in our small company with about 20 > employees, and I plan to use OTRS for internal requests from the > people that our team supports. For this I have a queue "Internal > Support" and an email address [email protected] > > But I also plan to use it for our external customers, with a queue > "External Support" and email [email protected] > > So I want to set up accounts for everyone in the company, and I'm > thinking they should all be "Users" and not "Customer Users". Even > though they will be MY customers for the tickets the open into my IT > group. However, any tickets coming in from external customers may end > up getting assigned to just about any of them. So this seems to make > sense to me. > > Only, I don't really know what the differences are "under the hood" > between "User" and "Customer User" > > Does anyone forsee a problem with this? > > thanks, > -Alan > > -- > “Don't eat anything you've ever seen advertised on TV” > - Michael Pollan, author of "In Defense of Food" > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
