One feature I still do not have perfectly resolved is the customer(user) to customer(company) relationship.
Currently when I add a new customer(user) I set the customerID of the company to which they belong.
i.e. Adding a customer named 'Mark' from 'Bob's Computers' I would :
- create a customer(company) called 'Bob's Computers' with a customerID of 'bobscomputers'
- create a customer(user) called Mark with relevant info and set his customerID to 'bobscomputers'
This works well enough for incoming tickets etc as I then have a postmaster filter to catch the customerID and automatically assign the ticket to the relevant customer(company).
However this messes with my metrics as the open tickets , per customer(user), links in the sidebar of a ticket is actually a count of all tickets for that company and also when a customer logs in to the customer portal, they are able to view all tickets for their company and not only their own ticket. This of course is useful for more high end customer users (i.e. management) but the general day to day user should not be able to see this.
Currently I just do not give the low-end users login access, so it is all working well enough, but I really would like to fix this as it just does not seem right.
Ideally I think that OTRS should have a 'CompanyID' field when creating a customer(user) and also change the term Customer (in the context of a company) to 'Customer Company' or something. The ambiguity is just too confusing.
How do you guys work around this? I have looked at using groups etc but again, this is just a hack, not a proper solution.