"My Company Tickets" -- everyone who needs them should have the same CustomerId. http://forums.otterhub.org/viewtopic.php?f=60&t=7531
For instance: Everyone in a department has the same CustomerId. Multi-department managers have a CustomerIds of depta,deptb,deptc. Done. With regard to the conflicting notification systems, you did that to yourself. Or, more accurately, your corporate policy did that to you. "We need the following behaviour: when one agent replies something to customer in a ticket via Web-interface - that is, 'SendAnswer' via 'AgentTicketCompose' page - then all agents subscribed to this queue must receive mail notification with that text" Really? That's not OTRS fault. Who does that? You might as well yell at Microsoft because distribution group members don't receive emails sent by one of the distribution group member to someone who's not a distribution group member. Speaking of -- that is the solution to your problem. Create an email distribution group for each of the queues and cc or bcc that queue's distribution group when sending the Answer. It won't stop doubling, though. Turn off notifications in agent preferences. On Fri, Feb 8, 2013 at 9:03 AM, Vadim S. Goncharov <[email protected]>wrote: > On 08.02.2013 17:21, Steven Carr wrote: > >> On 8 February 2013 13:05, Israel Garcia<[email protected]> wrote: >> >>> OK Steve, so I should edit /opt/otrs/Kernel/Config.pm, add my LDAP >>> settings, >>> restart OTRS and volia!? >>> Also, I have seen in Admin/SysConfig/Frontend::**Customer::Auth the same >>> parameters I have added to /opt/otrs/Kernel/Config.pm, should I edit them >>> using this web page or editing directly the /opt/otrs/Kernel/Config.pm >>> file? >>> >> >> Don't quite know about the "voila", more like cross your fingers and >> hope it doesn't collapse in a heap. >> >> One of my big issues with OTRS is the configuration is utter crap. Too >> > > There are many places in OTRS which are crappy. E.g. different conflicting > notification systems (see e.g. bug #8953), and, on-topic, customer groups. > We have group attibute in LDAP for customers, and simple intuitive and > SCALABLE solution would be just use that word of customer to regulate > access. But "My Company tickets" in OTRS requires comma-delimited list of > "user1,user2,...user100500" for EVERY user. Brain-damaged. > > > many places to configure things, everything should really be just >> configured through Sysconfig instead of having to mess about with text >> files (and perl based text files at that), and ideally stored in the >> database to make upgrades a lot easier than worrying about which >> config files you need and don't need. >> >> I'm not sure the order in which the settings are applied but I would >> guess that anything you put in Kernel/Config.pm will override anything >> you configure in SysConfig (someone can correct me if I'm wrong). >> > > Yes. Actually, Config.pm is applied TWO times: before SysConfig, and once > again after. > > > So just make your changes in one place and one place only and they >> will be added to the overall config. >> > > That's not always possible :) > > -- > Vadim Goncharov <[email protected]> RU-Center > NET Department http://www.nic.ru > NET-SYS Group phone:+7(495)737-7646 (ext.4019) > > ------------------------------**------------------------------**--------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: > http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> > To unsubscribe: > http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >
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