A minor problem regarding agents

[Alexxino]

Hi guys,

I'm using OTRS 3.1.7 and have a number of agents , split in two , located in 2 different geographical areas. My vagueness is as following : i want that every group of agents to create and manage it's own customers/tickets , but the two groups should not see each other's customers/tickets, but i don't know how to really do this. Is it that possible with connections between Agents/Groups/Roles/Customers , or not ?
Is there a way to set some of the agents to only see and be able to create tickets for only one customer ?
Thanks,
Alex

[crythias]

Agents see their own tickets? Queues/Groups
Agents see their own customers? Code modification ... it's in the forums somewhere.

[Alexxino]

Well , i searched and didn't find anything related to my issue .. Is there any way to do it using only the links i have been provided with in the "Admin" section of OTRS or i have to modify my database some way to fulfill my needs ?

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Is the following thing possible : mark the agents as customers, but somehow give them some read &write rigths , so they could create Customers and tickets in a queue and only see this queue and nothing else ?

[crythias]

Is there any way to do it using only the links i have been provided with in the "Admin" section of OTRS

No.

i have to modify my database some way to fulfill my needs ?

maybe. There's no indication in either direction that an agent belongs to a customer or a customer belongs to an agent.
You can modify the code to pay more attention to CustomerGroup membership in lists, but that will require some development.
I can't find the appropriate entry but it has been asked and answered ... somewhere. Just not answered by me.

[Alexxino]

Could you give me an example as what i should modify in order to do that ?

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In the mean time, i will search the forum more carefully , maybe i'll be lucky and find that post

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is thisthe post you were reffering to, the one that resembled my problem ?
viewtopic.php?f=62&t=8667&p=62829&hilit ... ers#p62829

[crythias]

Could you give me an example as what i should modify in order to do that ?

If I knew and it would be easy to do, I probably would have already done it.

(yes, that's likely the code to which I was referring).

[Alexxino]

Thank you for your time . I'll try it and return with an answer.
Until then , best of luck ,
Alex