Customer ticket privacy

[morecw]

Hello all,

I just noticed that customers can potentially use the search to read tickets of any other customer with access to the same queue group?

Is this normal or have I set my groups up incorrect?

I would prefer that the customer can search only his own tickets or of those with the same customer ID.

Many thanks

[crythias]

Tickets are tagged with username (login) and CustomerID. Those are the final say in what can be read. or disable search via group registration if you'd like.

[morecw]

ok I'll check that. By the way, is it possible to link a customer to multiple CustomerIDs I wanted to?

[crythias]

You haven't read this yet? viewtopic.php?f=60&t=7531
If it doesn't answer (enough) your question, come back and ask.

[morecw]

Ok so I know that in order for users to see each others tickets under "Company Tickets" in the Customer interface then they should have the same "Customer ID".

I've read your article, although I'm a little confused. So could we put this into context of a school please?

Scenario:
A school has 5 staff that buys equipment from us. In each of these customer accounts they have the same Customer_ID in order to see each others company tickets.

What if a supervisor from that school needs to read tickets from a neighbouring school? They will have a different Customer_ID from us, and I don't want to allow all staff from both schools to see each others company tickets, only the supervisors.

Are you suggesting we create a group, put the staff in there and add the group to here?:

sshot-1.png

[crythias]

Though not enabled initially, OTRS provides something called customer_ids which can be used to provide a supervisor the ability to use the "Company Tickets" interface by keeping a list of CustomerID in the customer_ids field for whom he'd like to see tickets. Read more in the docs.

A Supervisor who would need to read multiple company tickets will need customer_ids enabled to include all the customer_ids he has access to in "Company Tickets".
http://doc.otrs.org/3.1/en/html/custome ... ckend.html