Znuny Open Source Ticketsystem

Thank you for your help.

Regarding your suggestion, there are a lot of customers so (as for now) we'll let the department's supervisor the access only to the tickets that are opened after the change of the CustomerID (she is not unhappy with that).

Sorry, I wasn't clear enough. In the config file (/opt/otrs/Kernel/Config.pm I think): # customer # CustomerID => 'FIELD', CustomerValid => 'valid_id', # etc. Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, re...

To fix department view, bulk change customerid via generic agent... Filter on a user, change customerid to deptX There are a lot of customers that are using our ticketing system so this is going to be frustrating... Beyond that, may I ask another question? In our .config file, the CustomerID => 'fi...

CustomerIds is a permissions setting, not a ticket attribute. If it works at all, it will work historically for all entries in CustomerIds. We changed CustomerID to 'department' instead of 'company' and by adding to CustomerIDs the departments one should see at his Company Tickets (and by adding hi...

Thank you for your answer.

One more thing, this will allow access (as it should be) to the supervisors for the tickets that are going to open, right? Is there a way to let the dpt. supervisor see the employees' tickets of his department that have already been opened before this?

Greetings, :) In the company I work as a trainee we have installed and configured OTRS 3.1.7 and is already connected to our Active Directory from which it takes all the resources it needs (customer names, etc.). In detail, what we have is: -a group company_tickets in which every customer that is as...