Company tickets (in customer.pl) only for CC'ed emails.

[icebrian]

Hello everyone,

Am wondering if it would be possible to set-up OTRS for the following scenario:

Users in my organization send e-mail's to open tickets. Most people CC various other people in the e-mail. So say:

- UserA opens new ticket (#1) and includes UserB in CC
- UserA opens customer login (customer.pl) and can view his/her ticket (#1) under "My Tickets"
- UserA under "Company tickets" does not see ticket #1
- UserB under "Company tickets" sees ticket #1

So basically would like to use "Company tickets" for users to view all tickets that where opened by other people but included themselves in CC.

I have everything working except this requirement for CC'ed tickets showing up in Company Tickets.

Would this be possible?

Thanks,

[reneeb]

This needs development. By default "Company Tickets" are tickets created for customer users that have the same customer id.

[icebrian]

Thanks for the reply.

So I assume, by development we are actually talking about something complex, so not a quick fix/change kind of thing?

[reneeb]

Not that easy that it is only a sysconfig option, but not too complex.

You can search for Tickets where a given mail address was CC'ed in any article (see http://otrs.perl-services.de/docs/otrs/ ... earch.html). But as you want to exclude tickets that are created for the customer user, you have to do a second search where you get all the tickets for the customer user and skip those tickets...

[icebrian]

One again thanks for the reply.

I think however this is a little out of my league (not a developer), will probably just stick to disabling Company tickets for now.

Thanks for your support