Restrict customer user inclusion when creating a new phone ticket

[freeman77]

Hello everyone, I need some help with a problem that I can't figure out how to solve.

Problem: When an agent is creating a new phone ticket he needs to assign a CustomerUser, so he starts typing the name of the already created user but the search includes all users from the DatabaseBackend, he can see all customers even if they have a different UserCustomerID of their company, this is not desired.

Question: Is there a way to associate customers from different companies so they can only be selected in a new ticket if the agent belongs to a certain group or queue? Or maybe the customers should belong to something else?

Additional info:
- We have different agents responding to different companies (sometimes more that one), so I configured a queue based structure with some ACL's to restrict the queues where a customer can create tickets (one queue per company). I know this is kinda not recommended but it felt more intuitive and it works fine.
- All customer users have the same UserCustomerID of their company (ex.- CompanyX or CompanyY).
- OTRS Version: 4.0.x


Any help or guidance will be appreciated, I also accept angry comments about the queue based implementation.

[crythias]

When an agent is creating a new phone ticket he needs to assign a CustomerUser, so he starts typing the name of the already created user but the search includes all users from the DatabaseBackend, he can see all customers even if they have a different UserCustomerID of their company, this is not desired.

Agents don't have customer_ids. They don't have any filtering knowledge of available (to them) customers.

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viewtopic.php?t=18906
I'm not sure this is the same: https://www.otrs.com/otrs-business-solu ... ta-view-2/