[SOLVED] How to activate the companytickets for the customer

[scorpioncf]

Hi,
I try to activate the companytickets for the customers in the configsys but I find by the appropriate module there.

Somebody can indicate me how making ?

Best regards,
Cédric F.

[crythias]

What exactly doesn't work?

[scorpioncf]

Simply that I don't know where/how to activate the companytickets. For its functioning, I shall see later.

[scorpioncf]

My need is to allow every customer to see the requests of the other customers. I want to see what I can make with the companytickets.

[crythias]

if the customers have the same customerid, they will see the same tickets in Company Tickets

[scorpioncf]

They have all their own id and password

[crythias]

That doesn't affect customerid. http://doc.otrs.org/2.4/en/html/x1801.h ... mer-ids-db
multiple users can have the same customerid.

[scorpioncf]

Thank you very much, I hadn't made the distinction at once but my colleague put me on the way.
Effectively, it is very simple. I had put a different customerid for every registered user.
I begin hardly to investigate OTRS step by step.
I wish you a good day because apparently, at home, it begins while mine ends.

[scorpioncf]

I made a essay on an installation of test with a copy of the data of the installation of production.

I see only the requests of the first user whom I made and not the following ones. And since the first user, him see only his.

[crythias]

The customer_id is indeed stored with the ticket. That would be why you can't see it. New tickets won't have that problem.
To test on your test server, either:
option 1
make sure the customer user has the correct new customerid, then:
change customers on a ticket, then change to the original customer

or
option 2 - the faster way, but it's also the more dangerous way

Code: Select all

UPDATE ticket SET customer_id="customerID" WHERE customer_user_id="customeruserid";

customerID is the string that you assigned to the company/customer.
customeruserid is a little bit more difficult to determine. It's a unique value to the customer user that could be the email address, the username, an index number...

If I knew a ticketnumber (tn), I'd do this:

Code: Select all

SELECT tn, title, customer_user_id, customer_id FROM ticket WHERE tn="ticketnumber";

Obviously, the only thing that is important is the third column, but "seeing" the other information can give you a better piece of mind that you've got the right ticket, therefore the correct customer_user_id.

Standard disclaimers: backup, verify backup, test, your results may vary, at your own risk, etc.