CustomerID/Customer/users/Groups

[Megalithe]

Hello OTRS Community,

I am in the process of building out our new OTRS system. I was not part of the original stand up of our earlier system. If someone can better define the CustomerID and customer fields for me it would be very helpful.

As I am understanding it the ID is a unique identifier such as an abbreviation ie FRD for the company Ford motors.
And the Customer field is the visual name example Ford Motor Company.
The customer users would be used to track employees of the company?
And Groups are to track the departments of said company?


A point of confusion for me is when I am setting up a test user in the Customer Users section. When selecting the CustomerID field the drop down populates with both values. Example FRD Ford Motors Company

Am I correct in my understanding?

Thank you for you assistance!

[crythias]

viewtopic.php?t=7531

Short short:
CustomerUser: login
CustomerID: what determines visibility of tickets within Company Tickets. (for grouping, perhaps Company or Department.)
customer_ids: a delimited listing of customer_id/CustomerID entries. Multiple entries can be used to view multiple "Companies" or "Departments" in Company Tickets.
CustomerGroup: permissions, but generally unnecessary to implement.

A CustomerUser (login) determines tickets that belong to "My Tickets".

CustomerUser is unique
CustomerID can be shared.

[Megalithe]

Thank you!