customer's companies

[gosha]

Hi,

I run an outsource IT support business and want to automate the control process. I'm absolutely new with OTRS, it's little bit difficult to understand some logic and terms.

First, please tell me what is customer id? Why I can create different customers with the same ID?

and also, can some one tell me how to create a user's companies, customer's companies, with some "power users" inside each company who can view all tickets for all users inside this company. Is it possible to give a rights to one user for 2 or more companies? For example, if one boss owns 2-3 companies, and he want's to see all tickets from all these 2-3 companies from one account?

[artjoms15]

Hello, Georgy

Both these questons are really linked together -
a) CustomerID fields stands for the Customer Company ID. Well I don't know why the name is like that, but this value unites all the customers under one company. E.g. if user A has the CustomerID = 'xyz' and user B has CustomerID = 'xyz', then both of the are working in one company.
Unique customer identifier is CustomerUserID - each customer has this field for its identifier (e.g. e-mail or personal code)

About the second question - You should use CustomerIDs field and set up the list of all Companies you would like to grant access for a power user. Then all the tickets from these companies would be shown in Company Tickets tab.

P.S. Do not forget to enable Customer Company support in the SysConfig.

Best regards,
Me.

[gosha]

Hi,
Thanks for the clear explanation.

Is there a way to make CustomerUser 'user-boss@gmail.com' have an access to companies with ID company1, copmany2 and company7?


Thanks,
G.

[artjoms15]

Hmm, you want an example?
Well... in Config.pm you should map according fields to the fields in AD (I suppose you use active directory)

Code: Select all

[ 'UserCustomerID', 'CustomerID', 'company', 1, 0, 'var' ],
	  [ 'UserCustomerIDs', 'CustomerIDs', 'Field_where_all_the_acessable_company_IDs_are_stored', 1, 0, 'var' ],

fill in the field 'Field_where_all_the_acessable_company_IDs_are_stored' with "company1;copmany2;company7;" in ActiveDirectory (ask your admins) for a user 'user-boss@gmail.com' and Voilà - that customer miracluosly will get access to these company tickets.

A.

[gosha]

And in case if I don't use AD, can I write in CustomerID field - 'company1;copmany2;company7', will it be the same?
Thanks in advance,
G.

[artjoms15]

Yep, for each registered user you will have to fill in a CustomerID field and CUstomerIDs if needed using the web-interface.
The effect should be identical, but you understand that it will be a pain in the... uhmm... back to manually set up all the CustomerID fields for each user, that is why I prefer using AD
One thing, I forgot to mention - CustomerIDs field with all the companies!!!

[gosha]

Thanks again for an advises.

We don't have a central AD and don't use any Windows servers at all