indeed every installation and usage are to be evalueted... as usual, but, just to start, one has to understand the usage and feature that the tools offers and then plasm it at his organization/flow/needs
On Tue, Jan 25, 2011 at 3:54 PM, Gerald Young <[email protected]> wrote: > 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). It is not possible for you to arrange customer<->groups and manage different group for different queue ? This is another conf method, do you agree ? 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. 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. 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