Customer Groups

[emanjamin2002]

Hello,

I am new here and I have few questions :
1. In our company, OTRS was a project, an apparentice was working on. He did a pretty good job with it but some function are not working properly or how I would like to.
2. I have Admin (operators), groups for those....
3. I created manually some users (customers) who can log in, create some tickets...

Here is my question :

We have another BIG project ongoing in our business. The team is composed of 5 persons. Each one of them have a log for OTRS (as a user). They can log and create tickets.
Now I would like each of those users to be able to see the others users (same team) tickets in their own interface BUT right now they can only see their tickets.
I tried to create a Group and adding those users to that group but it doesn't seem to work.
If I create Admins (operators), and add them to a group and a file, they can then see the other ones' tickets.

BUT here I want only users (customers) to have a simple customer interface and see the 5 others' tickets.

I hope I managed to ask my question correctly without confusion.

[CSL]

I'm not sure what you mean by 'user' - do you mean an Agent, or a Customer User?

OTRS has two types of user - Agents, which are the 'users' who work on tickets, and Customer Users, who log in to raise and monitor tickets. They have separate accounts with separate settings and must be configured individually.

Is your problem with Customer Users that log into the Customer interface (/otrs/Customer.pl) or Agents that log into the agent interface (/otrs/index.pl)? If you have problems with both interfaces, it would be good to re-phrase your question like this:

For the Customer interface:
It currently does X
I want it to do Y

For the Agent interface:
It currently does X
I want it to do Y

It sounds kind of like you want your agents to be able see each other's tickets through the customer interface, which they also log into? You should be able to do this by assigning each of the Customer Users to the same customer company.

[emanjamin2002]

Well I knew I was not stating everyting prorperly. Bare with me as I am from France

Here we go :
1. I have a question concerning Customer.pl.
2. Users can log without problem.
3. I have 5 users so let's take 2 for right now : Xuser is creating a ticket, Yuser is creating a ticket. I want Xuser to also see Yuser's ticket in his queue, and Yuser to see Xuser's ticket in his queue. Basically to have both of them (x and y) to be in the same customer group.
4. I created a group named xxxgroup. I then click on the group and added X and y user as RW in that group.
5. When x and y create tickets, they cannot see each others tickets ??? when I would want them to see each other tickets.

As a note, I don't want those users to be part of the administration (index.pl).

thanks.

[jojo]

both customers need to have the same customer_id

[crythias]

When x and y create tickets, they cannot see each others tickets ??? when I would want them to see each other tickets.

X and Y need to have the same CustomerID and then they'll see each other's tickets in "Company Tickets"

viewtopic.php?f=60&t=7531

[emanjamin2002]

both customers need to have the same customer_id

Thanks a lot for your fast reply. I just changed the ID for each customer so to have the same one.

I tried again but no success.... I read the topic but someone the Customer_ID must not be the default fiels ????

Sorry for those question but I am just getting into OTRS and I think I will need to read the Administration manual as fast as possible

[emanjamin2002]

When x and y create tickets, they cannot see each others tickets ??? when I would want them to see each other tickets.

X and Y need to have the same CustomerID and then they'll see each other's tickets in "Company Tickets"

viewtopic.php?f=60&t=7531

Just read the topic. Did some changes in my DB. but somehow when I put the same ID number for each user (customers), they still can't see each others tickets.

[crythias]

They won't see each other's tickets that have already been created. To set customer_id retroactively, use generic Agent.

[emanjamin2002]

They won't see each other's tickets that have already been created. To set customer_id retroactively, use generic Agent.

Thanks for your fast reply. I just created new tickets but still the same... can't see the tickets of others.

Do I need to set the customer_IDs as the default ID somewhere ? and not the email address as the default one ?

[crythias]

can't see the tickets of others.

they don't show up in "Company Tickets"?

[emanjamin2002]

can't see the tickets of others.

they don't show up in "Company Tickets"?

OK, I must be missing something, somewhere. I should have install that system myself. I am missing lots of infos.

What I did :
1. Create a new company
2. Change the user IDs to be the same for each others.
3. Logged into customer.pl (using the users with the same ID).
4. created tickets ---> changed users with the same ID (but can't see that new ticket).

You are speaking about "company's tickets". Am I supposed to have a Tab with that name ? or you are speaking about the Tickets showing ?

[CSL]

It should look something like the attachment. You should have a "Company Tickets" option in the menu bar at the top of the page.

[emanjamin2002]

It should look something like the attachment. You should have a "Company Tickets" option in the menu bar at the top of the page.

Great. Thanks for sharing this. Well I don't have the COMPANY TICKETS I must find where to active it.

[CSL]

Are you certain that you are in the Customer interface when looking at this? /otrs/Customer.pl in the address bar at the top? You should have Company tickets by default.

[emanjamin2002]

Are you certain that you are in the Customer interface when looking at this? /otrs/Customer.pl in the address bar at the top? You should have Company tickets by default.

Yes I am sure, 100%. I just found a doc from the guy who was apprentice here months ago and he mentionned in it that he deleted this part great : Now just trying to get it back in it and it is bugging. I am having fun today

Here is my error message now - Tried to put back in that option in the Ticket -> frontend::Customer:Module.... ticketoverview :


Oups! Une erreur est survenue.
Message d'Erreur: No Permission to use this frontend module!

Please contact your administrator.

Vous pouvez ou Revenir à la page précédente.
Détails de l'erreur
Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Mon Aug 27 13:18:53 2012 Message: No Permission to use this frontend module! Traceback (1010): Module: Kernel::System::Web::InterfaceCustomer::Run (v1.63) Line: 909 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.44) Line: 204 Module: ModPerl::RegistryCooker::run (v1.44) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.44) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

[CSL]

I am having fun today

I can imagine...

In Sysconfig, go to:

Ticket -> Frontend::Customer::ModuleRegistration - CustomerFrontend::Module###CustomerTicketOverView

Return this to default using the reset icon below the checkbox. There should be nothing specified under "Group" or "Group RO"

[emanjamin2002]

I am having fun today

I can imagine...

In Sysconfig, go to:

Ticket -> Frontend::Customer::ModuleRegistration - CustomerFrontend::Module###CustomerTicketOverView

Return this to default using the reset icon below the checkbox. There should be nothing specified under "Group" or "Group RO"

Well thanks, that did it and I see those tickets now. Jesus, I think I am going to be busy in the next few days reading that Admin manual Thanks to all of you for your help.

Emmanuel

P.S : I will be back, reading and asking I am sure of that