[SOLVED] Multiple queues for multiple companies

[noraj]

Hi,

I'm configuring OTRS. I'd like to manage multiple companies, and I get lost.

e.g: Two companies : A and B.
Also, I have created two queues : "A Support" and "B Support".

I've decided to enable customer_ids so that every customer of the same company can see his collegues' tickets.


I want customers not to have the possibility to post tickets in all queues. They must see their company's queue only, in the list.
I've found some tips, but they do not concern my problem :
This is about "secret" queues (queues that no one can see).
This is about making invisible some queues for all customers.
And I just want employees of the A company to see the A support queue, and only the A support queue.

I thought customers groups would solve my problem but they didn't.
Because if I enable customers groups, then I would have to define 2 more groups (one to see the A Support queue, and the other to see the B Support queue), and make those groups default groups.

Thank you in advance and have a nice day

[crythias]

The way I recommend this (and people have other ways of handling it, but ...) is that queues represent the [types of ] agents that can handle a ticket.

Eh, but if you must do it your way, then assign all the customers of CompanyA to a group of which CompanyA is a member, and of which the queue entitled "CompanyA" is a member. Make sure no queues are members of "users" group.
See also: http://forums.otrs.org/viewtopic.php?f=60&t=7531

I don't need to worry about what queue a customer belongs to on a company basis. I look at what CustomerID the Company/Customer has and whether I as an agent can handle the company's specific need.

[noraj]

Thank you for your quick response.

It works perfectly, but actually I've got another question.

About customer_ids, the otrs documentation says that "to ensure that one customer can access the tickets of other customers, add the IDs of this other users into the new field for the multiple customer IDs. Each ID has to be separated by a semicolon".

But if I have 20 customers and as many customerIDs, and if I have to add another customer... I'd have to change settings for EVERY customer and it would be tedious.
Do you have a solution ?

Thanks in advance and have a great day

[crythias]

The link above tells more about how to answer your question.

Summarized: If everyone in a company has the same customer_id, a manager from that company that needs to see all the tickets from that company should be the only one who has permission (they're a member of a group that has permission) to see the "Company Tickets" tab.

Don't mess with customer_ids if you're attempting a cartesian mess. Just give all customers the same customer_id.

If a customer belongs to a company, all customers belonging to that company should (might be a good idea to) have the same customer_id. BUT only give [Company Tickets Tab] permissions group to managers in the company.

If a customer belongs to a company but the company is separated by departments, the customer in department A should have a customer_id of company_depta. The manager of department A should also have a customer_id of company_deptA, but also be in a member of [Company Tickets Tab] (a generic group). *ALL* [Company Tickets Tab] group does is allow the tab to be shown in the manager's customer interface. The tickets will still be filtered according to the customer_id of the manager.

If a higher-level manager of a company wants to see tickets for all departments in his company, HE will have a customer_ids consisting of all the customer_id in use for his company (company_deptA, company_deptB), and membership in [Company Tickets Tab]. This should be rather easy to maintain.

[noraj]

I understand what you mean, but I'd like every customer of a company to see company tickets. Also, they would need to have access to the [Company Tickets Tab].
And the manager would be the only one that could MODIFY tickets, but not the only one to SEE them.

Have you got a solution to solve this?

Thanks

[crythias]

First, everyone by default can see Company Tickets
If everyone has the same customer_id, all tickets will be shown

In theory, everyone but the manager should be in a group assigned to [Company Tickets Read Only] as read only in sysconfig.

[noraj]

Ok, it seems there was a misunderstanding.

Thank you so much for your help, it works perfectly