How to public a ticket to everyone

[hienque]

Hi everyone,
I want to public a ticket of a customer to everyone can read from Company ticket. How can In do it?
Thanks,

[crythias]

For any ticket to show in Company Ticket, the ticket must have a customer_id that all appropriate viewers of that company/ticket have in their own customer_id or customer_ids field.

If customers have individually unique customer_id (e.g., their email address), they will only see, in company tickets, the tickets that have a customer_id that matches the customer_id of the currently logged in user.

Note that using a Generic Agent to change a customer_id will likely delete the customer_user_id (login) attached to the ticket.

It is possible to change the customer_id for a single ticket from the Customer interface.

Note that changing customer_id for customers does not retroactively change customer_id for tickets.

[hienque]

Thanks crythias !
My Customers have synchronized with LDAP. How can I change a same customer_ID for all Customers from OTRS? Or if must change from Activer Directory, how can I do it? I want to use Company Ticket function, but my Customers after sync have a diferent CustomerID (same name login).
Quote: "Note that using a Generic Agent to change a customer_id will likely delete the customer_user_id (login) attached to the ticket". Please show me a detail example.
Thanks a lot!

[crythias]

How can I change a same customer_ID for all Customers from OTRS? Or if must change from Activer Directory, how can I do it?

Use a specific attribute in active directory that holds the value you wish to be identical for all users. As an example, perhaps "Pager" might be an available attribute. To mass assign a value to multiple users in AD, select all of the group, right click, properties, check the appropriate checkbox and fill the appropriate attribute with the appropriate value. see this link.
Also after you've done this, change the CustomerUser Map to reflect the chosen attribute.
As an example, change

Code: Select all

            [ 'UserCustomerID', 'CustomerID', 'mail',            0, 1, 'var', '', 0 ],

to

Code: Select all

            [ 'UserCustomerID', 'CustomerID', 'pager',            0, 1, 'var', '', 0 ],

"Note that using a Generic Agent to change a customer_id will likely delete the customer_user_id (login) attached to the ticket". Please show me a detail example.

Nah. Note that Generic Agent affects tickets, not customers/users. you'll understand if you try it yourself on a single (test) ticket number. The documentation is pretty good and the interface for Generic Agent *should* be reasonably self-explanatory.