Questions about Company Support

Moderator: crythias

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Feezle
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Joined: 15 Jan 2011, 01:52
Znuny Version: 3.0

Questions about Company Support

Post by Feezle »

I just have a couple of general questions about the implementation of companies. My company is considering switching over to OTRS. We are setting up a test server next week.

I guess I'm just a little confused on how the company implementation works. Ideally, we would like to import a company list from an existing database. Is this possible?

We have thousands of companies that we provide support for and their end users can contact us. We would like to be able to look up a company in our ticket system and view all tickets for that particular company. When one of our customers that does not currently have an account setup sends us a ticket, is there a way for us to assign that customer to a company based on their email domain? If not, would it be possible for one of our technicians to assign that user to a company so the next time that user emails us, that ticket will be associated with the company?

In some instances, we would like to give a company's manager a login to view all tickets for their employees. We would however, not want the end users to see other tickets within that company.

I read through the administrative guide and I also did some searches in the forum to try to find my answers. Unfortunately, not being a developer, some of the answers were a little over my head. I just want to know if this ticketing system will meet our needs.

Thanks in advance.
crythias
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Re: Questions about Company Support

Post by crythias »

Start here: http://forums.otrs.org/viewtopic.php?f=60&t=7531

Importing a company list may be possible, perhaps by direct database import, but company support isn't as important overall as a feature. (most everything is related to the user, not the company).
Feezle wrote:is there a way for us to assign that customer to a company based on their email domain?
Yes. You could use a Postmaster filter. Or look at http://forums.otrs.org/viewtopic.php?f=60&t=6586 some code and set a specific company in the code.
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ericwilliam
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Posts: 1
Joined: 31 Jul 2011, 10:12
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Re: Questions about Company Support

Post by ericwilliam »

I am looking for the reliable technology that can provide the implementation and support of network and computers need. I also want some IT support companies those help me to solve my problems, if anyone know then please suggest me..

IT support watford
MichaelR
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Joined: 12 Oct 2010, 01:35
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Company: LRS Health

Re: Questions about Company Support

Post by MichaelR »

ericwilliam wrote:I am looking for the reliable technology that can provide the implementation and support of network and computers need. I also want some IT support companies those help me to solve my problems, if anyone know then please suggest me..

IT support watford
If your company already provides this support as it claims, why are you asking for it here? :?
OTRS: 3.0.9 & ITSM 3.0.4 - OS: Windows 7 - DB: MySQL - Heaps of random/useful hacks :)
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