District user groups and permissions . need advice!

[morecw]

Hi all,

we are taking on a new group of users in a new district. We'll add them to OTRS, encouraging them to use Customer.pl and also to have a few "administrators" who can view the tickets of all these users, without giving them access to the tickets of the remaining users of the system.

These administrators are not agents. Should I pursue some sort permissions route with Customer.pl or maybe just create a queue, give these administrators an agent account with access to only this particular queue?

I guess I'm looking for some advice how I can group these users and enable a few of them to see all of just their tickets and no-one else already existing in system..

Any advice appreciated.

[crythias]

viewtopic.php?f=60&t=7531

Short answer: Everyone in DistrictA has the same CustomerID. Supervisors are members of groups that have access to "Company Tickets".

[morecw]

viewtopic.php?f=60&t=7531

Short answer: Everyone in DistrictA has the same CustomerID. Supervisors are members of groups that have access to "Company Tickets".

ok but doesn't that mean users of DistrictA can still search each other's tickets?

[crythias]

If you don't want them to search, don't let them search (remove it).
If you want them to search, you'll need to provide individual Customer_ID and set Supervisors with customer_ids holding all the user's customer_id.
or, modify the code so they can only see their own tickets in search.

[morecw]

ok so to summarise:

Give all users in this district the same CustomerID. To ensure security, set up a "Customer Tickets" groups and therefore enable Search/Company Tickets for only users of this group.

..And if someone decides that we must absolutely allow Search for users, then we do the grouping instead via customer_ids.

Is that about right?

[crythias]

And if someone decides that we must absolutely allow Search for users, then we do the grouping instead via customer_ids.

Search is hard coded to involve customer_id, I believe, so it'll need to be adjusted in code to ignore it.