Does OTRS fit this scenario?

[fazal]

I'm evaluating OTRS to use in an organization. Our requirements are these:

• We manage organizations and private companies as customers, does OTRS allow companies and organizations to be customers
• We also manage large number of individuals as customers. This may include people that are in companies managed by us but not necessarily representing the company.

So in short we manage organizations and individuals as customers. Does OTRS allow this?

Thanks

[crythias]

If you want, you can use company as customer.

[fazal]

So if a customer is part of the company, he/she can't be handled as an individual?

[crythias]

So if a customer is part of the company, he/she can't be handled as an individual?

Your scenarios:
1) Company is a Customer.
No problem there. Just create the Company as a Customer. Not really the best idea, but whatever. The moment you have a second contact at that company, the dynamic changes and you will..

2) Company Employee is a Customer with a CustomerID of Company's Customer ID
Enable Company support and create companies with a "CustomerID" then create Customers of that company with the same CustomerID as the Company. But then janedoe@company wants to be janedoe@personal

3) Company Employee is a Customer not related to the Company.
depends on how you work this. Optimally, the individual will be entered as a customer with a different username and (personal) email address. This you should have figured out intuitively. There is no other practical way to separate the employee from the company.

"But what if the employee is a contractor and uses the same email address for the company and personal."
Then the employee doesn't know how to separate business from personal. And if she can't, how can you?

[fazal]

Well I'm new to OTRS, I'm just clarifying some basic requirements we have before a choice is made. So in short what you're saying is OTRS doesn't care if it's a company or an individual as far as a ticket is concerned?

[crythias]

So in short what you're saying is OTRS doesn't care if it's a company or an individual as far as a ticket is concerned?

Short: Yes
Longer answer: Your determination of the difference between the two entries will be a matter for you to decide.