Hi Patrick, On Thu, Dec 04, 2003 at 11:15:57AM +0100, Patrick Hofmann wrote: > [...] > Topic 1 (company feature) > ------- > 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.
That sounds really good. :) It would be a lot of work. Patrick, it would be possible to implement this but it will not be done till OTRS 2.x. But if you need this contact ((otrs.de)) for a faster implementation. -=> However, it's really a good idea! > 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.... This works woth OTRS 1.2.x (current CVS head). > Patrick > -- > ------------------------------------------------------------- > addr://Rathausgasse 31, CH-5001 Aarau fon://++41 62 823 9355 > http://www.terreactive.com fax://++41 62 823 9356 > ------------------------------------------------------------- > terreActive AG Wir sichern Ihren Erfolg. > ------------------------------------------------------------- Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
