I am having some issues with the definitions and deployment options for the solution I need to provide and wondered if someone more familiar with OTRS can help me work out what these various terms refer to, so that I can make sure I am less confused.
OTRS 4.0.13 CentOS 7 MS SQL (via unixODBC) The setup is fully functional but I need to make some extensions that I'm not quite getting my head around correctly. I need to allow multiple users (unique email addresses) to log tickets on behalf of specific companies. So... [email protected]<mailto:[email protected]> [email protected]<mailto:[email protected]> [email protected]<mailto:[email protected]> All need to be able to log tickets that can be reported on/queued/actioned/sla'd/serviced/whatever by "example.com, the company". These users, as yet, do not need to be able to logon to the system, if that matters. Based on my reading, as the initial step, I was trying to enable CustomerCompanySupport through the config.pm file, to change the CustomerID field when creating a new customer user into a dropdown list allowing the selection of an existing company, but have been unable to get that to work. After further reading, I'm unsure now if that is even the correct approach? Eventually, I want to configure the system to detect the email domain of the sender, create a new customer_user if the return address doesn't yet exist, link that to the 'parent' company, notify the 'parent company' queue manager internally and externally and move the new ticket to the appropriate queue. I don't think any of this is 'undoable' from my research, but simply getting the CustomerID to reference the customer_company table I have not been able to achieve! What is the correct approach and combination of features that will achieve this? Is this even possible? I can edit the customer details (user, company) via the GUI, so am I correct in assuming I don't need to define an 'external' backend in the config.pm for the customer tables? I posted a topic on the community forums (http://forums.otterhub.org/viewtopic.php?f=62&t=30599&sid=43c909d7d9c784f0f19d60199e7bf9bc) but the initial comments there actually have me questioning the terminology I'm using, so I figured I'd ask the list! Cheers Rob.
--------------------------------------------------------------------- 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
