Customer Users and Customers

[roiedm]

Hi everyone.

I want to start with saying that I am very new to OTRS, trying it out as a product to use at the moment and have some questions in the area of Customer Users and Customers.

From out point of view we can have many customers and each customer can have several users. Company A is a Customer whilse Donald Duck that works for Company A is a Company User.

Have I understood it correct that the only way to connect the Company User to the Company is to first enter the Company entity and grabbing the Company ID stored there and then pasting it on the Company User?

And this would in turn give Donald Duck the ability to see posts made by everyone else that also have the same Company ID stored in their entity?

And have I also understood it correct that there is no hierarchy of company users? i.e. It isn't possible to have a hierarchy of
Company -> Department -> User with group permissions set depending on where in the hierarchy the user resides?

Basically it is a very flat structure with all users for all customers in one long list. And when adding permissions to a users (adding a user to a group perhaps? ) then you need to be very thorough since one false move could give the customer user access to data from another customer.

Is there a good way to handle several companies with their own queues and permissions? Or is it required that you enter several separate parts of the admin interface to add the correct permissions to a user?

Hmm... more questions than I had anticipated. But then again, rather one question to many then one to few.

Ohh, and btw. The Customer and Customer User separation isn't talked about in the admin manual. Only Customer Users and Customer Groups. Couldn't find a single line about the Customers themselves and their role.

[crythias]

A Customer/CustomerUser is an entity that is able to submit a ticket.
A CustomerID is the field that connects similar Customers and allows them to see each others' tickets in Company Tickets
read more
Also, CustomerCompanySupport is helpful to change the CustomerID to a dropdown from available companies

[roiedm]

Thank you, I will look in to this after the holidays and hopefully not have further follow up questions.

Happy holidays!

[crythias]

Is there a good way to handle several companies with their own queues and permissions?

If you are hosting a ticketing solution for a company, the company should have its own segregated OTRS instance.

Otherwise, don't use customer based queues. Queues are [groups of] agent that can address tickets [based upon service].