Marco, yes, I agree with you. :) I don't know if it applies to the original request (associate customers with companies), but it does allow reducing queues for customers, potentially using the groups as "companies". As I think about it, in 3.0, one may be able to send a Notification (Event) to an entire group, and as far as I can tell, this is the only specific way OTRS can send any correspondence to an entire customer company, if all the customers of a company are members of that group.
On Tue, Jan 25, 2011 at 10:03 AM, Marco Vannini <[email protected]>wrote: > 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). >> >>
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