OK, understood … almost :) So there is no link between company tickets and defining a company in the admin interface ? BTW, what is the company used for ?
Thanks, Ionel Le 11 nov. 2010 à 03:30, Gerald Young a écrit : > I believe the CustomerIDs are supposed to list a quantity of CustomerID that > apply to the users. > > User John Smith might have a CustomerID of [email protected] and maybe > CustomerIDs of ... well, it may not be relevant to him. > User Bob Manager might have a CustomerID of [email protected] BUT he has > CustomerIDs of [email protected], [email protected], > [email protected] > > This causes a big list and may really be unnecessary. > Individuals may have the same CustomerID (Department, Company) which makes > managing the supervisor multiple CustomerIDs easier or potentially > unnecessary (depends). > > The downside/upside of users having the same CustomerID is of course all > users with the same CustomerID can see each other's tickets in Company > Tickets. > > Or, to put it another way, CustomerIDs is simply a list of valid CustomerID > that a user can see. If nobody has Tech'Advantage as a CustomerID, putting it > in CustomerIDs has no effect. > > > On Wed, Nov 10, 2010 at 1:28 PM, GARDAIS Ionel > <[email protected]> wrote: > Hi, > > I think I'm missing something with company tickets and customer ids. > > Here is the setup : > - hand-defined company from the web interface with CustomerID set to > "Tech'Advantage" > - Customer data pulled from AD with the following mapping : > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], > [ 'UserCustomerIDs', 'CustomerIDs', 'company', 1, 0, 'var', '', 0 ], > - AD's "company" field filled with "Tech'Advantage". > > I confirm that when browsing over the clients list, the "CustomerID" field > contains their email addess and the "CustomerIDs" field contains > "Tech'Advantage". > > Then, as an agent, I created two test tickets for two customers with > different "CustomerID" but same "CustomersIDs". > > Unfortunately, when browsing the "Company tickets" through the customer > interface, it still displays only current customer tickets, not the other > created for it's colleague. > > Am I missing something ? > > Thanks, > Ionel > > --------------------------------------------------------------------- > 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 > > --------------------------------------------------------------------- > 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
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