I probably have some problem to understand, but I'm using different kind of
configuration, and all are working, where some "client" ("" because are
internal...) would like to have a single account used by a group and some
client like to have personal account.For the first type I had to manage problems related at the fact that I cannot/I don't have a distribution list with the names of the member of the group, managed by using local /etc/aliases The second one want to see its ticket but would like to see collegue tickets as well (company ticket). This is managed creating a customer company having an ID (customerID) and then associating this ID in customerID at the customer_user profile. Incoming mail, are filtered and are associated with che correct X-OTRS-CustomerNo (customerID) and the corresponding X...Queue and so on... Is the second situation that Daniel is not able to recreate ? On Tue, Jan 25, 2011 at 2:36 PM, Gerald Young <[email protected]> wrote: > Before we get too far, the naming scheme is a mess, too. > PostMaster Filter can ask for X-OTRS-CustomerUser (username/login) and > X-OTRS-CustomerNo (CustomerID) > the ticket table stores BOTH customer_id (company) and customer_user_id > (login). > > I'm willing to accept any alternative points of view, and the documentation > should win, but in this case, I have a few doubts. I'd hate it if I've been > posting incorrect information, and will correct it if I'm wrong. > > On Tue, Jan 25, 2011 at 8:28 AM, Gerald Young <[email protected]> wrote: > >> Nobody has yet corrected me on my multiple postings on the forums, >> including this one: http://forums.otrs.org/viewtopic.php?f=60&t=7531 that >> seem to indicate that sharing a CustomerID is possible. Either I've been >> telling the wrong story or the implementation of Company Tickets is not >> optimal. I tend to vote for the latter. >> >> In fact, the field name of the Company identifier in Customer Company *IS* >> CustomerID, which means it better be possible to share it. The >> username/login is unique, but the CustomerID doesn't have to be. >> >> >> On Tue, Jan 25, 2011 at 7:19 AM, Navarro, Daniel < >> [email protected]> wrote: >> >>> I have “CustomerID” but according to the admin manual that is the >>> identifier for the individual customer (the human being calling in the >>> problem) and every customer needs a unique CustomerID so they therefore >>> recommend using the person’s e-mail address in this field. >>> >>> >>> >>> *Figure 5.14. Adding a customer.* >>> >>> The customer can access to the system by providing his username and >>> password. The CustomerID is >>> >>> needed by the system to identify the user and his tickets. Since the >>> email address is a unique value, it can >>> >>> be used as ID. >>> >>> >>> >>> >>> >>> Thanks, >>> >>> Daniel >>> >>> >>> >>> >>> >>> >>> >>> *From:* [email protected] [mailto:[email protected]] *On Behalf >>> Of *Marco Vannini >>> *Sent:* Tuesday, January 25, 2011 6:06 AM >>> *To:* User questions and discussions about OTRS. >>> *Subject:* Re: [otrs] associate customer to company? >>> >>> >>> >>> Really you don't have CustomerID in customer account creation ? Is >>> CustomerGroupSupport in sysconfig enabled ? >>> >>> >>> >>> >>> >>> >>> >>> On Tue, Jan 25, 2011 at 8:48 AM, Navarro, Daniel < >>> [email protected]> wrote: >>> >>> I am using OTRS 3.0.4. Is there a way to associate a customer to a >>> company? I found a thread saying that if you first create the company that >>> you should then find a field called “Company ID” in the Add Customer screen, >>> but I do not see such a field. >>> >>> >>> >>> Thanks, >>> >>> Daniel >>> >>> >>> >>> >>> >>> CONFIDENTIALITY NOTICE: The contents of this email are confidential >>> and for the exclusive use of the intended recipient. If you receive this >>> email in error, please delete it from your system immediately and >>> notify us either by email, telephone or fax. You should not copy, >>> forward, or otherwise disclose the content of the email. >>> >>> >>> --------------------------------------------------------------------- >>> 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 >>> >>> >>> CONFIDENTIALITY NOTICE: The contents of this email are confidential >>> and for the exclusive use of the intended recipient. If you receive this >>> email in error, please delete it from your system immediately and >>> notify us either by email, telephone or fax. You should not copy, >>> forward, or otherwise disclose the content of the email. >>> >>> --------------------------------------------------------------------- >>> 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 >
--------------------------------------------------------------------- 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
