I don't really want to suggest that because of the reasons stated in the link I provided in the forums. (Briefly: customers of the same company may NOT need to know what other customers have submitted (the Company Tickets tab can give a customer that access for tickets that have the same customer_id (company) as the customer). But a department head/manager may very well need to see tickets submitted for his company (see customer_ids).
On Tue, Jan 25, 2011 at 9:46 AM, Navarro, Daniel <[email protected]>wrote: > Thanks for the responses guys. I guess I was thrown off by the > documentation suggesting that I use the human’s e-mail address since it is > unique. I mistakenly made the leap that this means it has to be a unique > field…but it sounds like it doesn’t have to be. > > > > So I guess what I should do is create a company and name it “Company X” and > then create a customer named “Bob” (a user/human) and set Bob’s CustomerID > to “CompanyX”. This is what you are suggesting correct? > > > > Thanks for the help. > > > > Daniel > > > > > > > > *From:* [email protected] [mailto:[email protected]] *On Behalf Of > *Marco Vannini > *Sent:* Tuesday, January 25, 2011 10:50 AM > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] associate customer to company? > > > > 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. 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