CC in customer.pl

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Luxferre
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CC in customer.pl

Post by Luxferre »

Hi! Is it possible create CC field on a customer page? I cannot divide users into several companies. We are all in the same company.
root
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Re: CC in customer.pl

Post by root »

Hi,

What is your intention/the use case?

- Roy
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Luxferre
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Re: CC in customer.pl

Post by Luxferre »

We have two shifts, night shift need to know about day tickets and their status. E.g. there can be network problems during the day, which can also continue at night. Another shift should know about this, now we use a CC in mail client, but this cannot be done through the customer form.
root
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Re: CC in customer.pl

Post by root »

Hi,

This could be managed with company tickets. They are shown to all customer users who share the same customer id(s).

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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Luxferre
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Re: CC in customer.pl

Post by Luxferre »

Yes, and this is problem. All users in same(our) company and can view all created tickets! Need somehow share tickets with users without giving full access. Otrs have only one parameter "Ticket::Frontend::CustomerDisableCompanyTicketAccess". I can disable or enable company tickets :\
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Re: CC in customer.pl

Post by jojo »

i do not know a solution without commercial add ons...
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crythias
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Re: CC in customer.pl

Post by crythias »

Customer Group membership can reduce the number of people who have "Company Ticket" access.
Create a group such as "CompanyTicketViewers" and then apply it to the Module
CustomerFrontend::Module###CustomerTicketOverview

find "Company Tickets" and add the group CompanyTicketViewers to it.

Then use Customer User <-> Groups to assign appropriate group membership (say, for VIPs/Managers).

This isn't perfect, but it significantly reduces who has access to Company Tickets.
It also doesn't CC or Watch tickets, but it is visible (only) to those who are in the CompanyTicketViewers group. But it's not able to be as granular as which customers are visible, or which tickets are visible.

or
Ticket::Frontend::CustomerDisableCompanyTicketAccess
This option will deny the access to customer company tickets, which are not created by the customer user.
I don't know what use this is if it makes Company Tickets just like normal tickets.
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