Hi community
We are since a couple of days evaluating OTRS as a replacement for our
own Ticketing System. Up to now, we really like it, to us OTRS seems
to be the one candidate which we might use to get rid of our old
solution (KISS, programmed in a couple of days some years ago).
We spent quite some time already setting up everything to our needs,
but are now stuck. To explain our problem, I have to tell you a bit
about our environment.
We are working in the IT Security field, supporting a number of
customers around the world and managing the security devices of these
customers 7/24. For changes, incidents and so on our customers send us
tickets using a webGUI.
Topic 1 (company feature)
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The structure of a customer of ours looks like this:
customer1 (company)
supervisor (CIO/CSO, or similar)
worker1/company1
worker2/company1
worker3/company1
...
workerN/company1
Now to our problems in this field:
- The supervisor of companyN should have rw access to all tickets
issued by any of his workers, i.e. to all tickets assigned to
customer (or company) N
- Each worker of customer N should have ro access to all tickets of
this customer
- Each worker should have rw access to all tickets that he issued, and
the 'my tickets' link should display only his tickets. Thus, also
an additional link is needed, e.g. 'my company tickets'. In this list
also the original issuer of the ticket should be visible.
- of course, neither the supervisor nor the workers of companyN should
have access to the tickets of other companies (customers)
To make a long story short: We are looking more or less for the 'Multi
Group' Feature (Chapter 19), not internally in our company, but
externally for our customers. We would like to create a group for each
customer with several workers assigned to each group (=customer).
We had a close look at the Multi Group feature and did some tests, but
were not able to get something close to what we are looking for.
Probably we have a configuration problem, or it's not possible currently
to do what we want.
Summarizing this even further: A role model also for the customers
would make sense in our opinion.
Topic 2 (selectable and reusable queues)
-------
For the queueing of the tickets, again a look at our customers is
needed. Each customer has a number of devices or applications that we
manage, e.g.:
customer1
location1
firewall1
firewall2
router1
webserver1
webserver2
mailserver1
location2
...
locationN
Often a certain worker is responsible for certain systems at a certain
location. While it is possible to create queues with the depicted
structure and substructure, it is not possible for a 'Customer User'
to select the appropriate queue himself (or, we did not find out how)
For us, it would be very helpful, if a 'Customer User' would have
access to the queues assigned to a certain company by whatever means,
and of course the ability to select one of the queues. Again, queues
of other companies should not be visible.
Of course this could be extended if queues with the same name
(e.g. checkpoint firewall) could be reused for several customers, and
the queues could then internally be assigned to different helpdesk
groups, i.e. firewallmanagement team, router management team,
mailserver support team....
Summary
-------
Quite some questions and ideas. One might also consider this a feature
request. Some stuff mentioned above migth already be possible, and we
just did not find out how to do it. In our opinion the 'company
feature' might help to attract even more people to OTRS, while the
second topic would be a 'nice to have', but could also be implemented by
a
process. It could even be dangerous, if a worker of customerN issues a
firewall ticket, which later changes to something completely different
(let the customers tell the symptoms, don't let them diagnose)
Keep up the good work, thanks, and
looking forward to seeing your comments
Patrick
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