admin

[ali asiri]

hi,
I'm in the organization in the management of the computer, and I'm responsible or the system (otrs) , and we hame two employ as technicial support
my Organization consisting of four departments and the total customers 50.
How can I control them each department was set up groups with customers Or Create a single set includes all the customers.
thankyou

[Mothra]

hi,
I'm in the organization in the management of the computer, and I'm responsible or the system (otrs) , and we hame two employ as technicial support
my Organization consisting of four departments and the total customers 50.
How can I control them each department was set up groups with customers Or Create a single set includes all the customers.
thankyou

It depends on what you want to achieve. Using the principle of keeping the design simple until you actually need more complexity, you have 3 options:

1. Create all customers that belong to the same company with the same company id and forget about departments

2. Create companies with the department name suffixed (e.g. MyCompany_Sales, MyCompany_Marketing, MyCompany_Operations) however, bear in mind that a customer can only belong to one company.

3. Enable customer groups and control access to groups within the same company

Option 1 allows all customers from the same company to see each others' tickets in the "Company Tickets" view. If that's ok, then this is the simplest option to take from a design/support point-of view.

Option 2 is a bit unconventional, but it will prevent people from different departments from seeing each others' tickets and is very easy to implement and maintain. I would only recommend this if your "customers" are only ever going to be internal staff.

Option 3 requires the most work, but is the most scalable solution if you intend to provide external customers access to your OTRS system.

Hope this helps.

[Mothra]

hi,
I'm in the organization in the management of the computer, and I'm responsible or the system (otrs) , and we hame two employ as technicial support
my Organization consisting of four departments and the total customers 50.
How can I control them each department was set up groups with customers Or Create a single set includes all the customers.
thankyou

It depends on what you want to achieve. Using the principle of keeping the design simple until you actually need more complexity, you have 3 options:

1. Create all customers that belong to the same company with the same company id and forget about departments

2. Create companies with the department name suffixed (e.g. MyCompany_Sales, MyCompany_Marketing, MyCompany_Operations).

3. Enable customer groups and control access to groups within the same company

Option 1 allows all customers from the same company to see each others' tickets in the "Company Tickets" view. If that's ok, then this is the simplest option to take from a design/support point-of view.

Option 2 is a bit unconventional, but it will prevent people from different departments from seeing each others' tickets and is very easy to implement and maintain. I would only recommend this if your "customers" are only ever going to be internal staff.

Option 3 requires the most work, but is the most scalable solution if you intend to provide external customers access to your OTRS system.

Hope this helps.