I've been fussing around for most of the past two days with the Customer front end, and I'm a bit stuck. Probably I have just confused myself...
::Our Setup:: We use OTRS to take care of all of our clients' tickets. For each client, we create an email account called "[EMAIL PROTECTED]" that OTRS fetches via POP3. For each client, we have a top queue with the name of the client (we do not use this queue for tickets) and underneath we have three sub-queues: Incoming, Closed and Invoiced. When OTRS fetches emails to create new tickets, they are dispatched by queue to each client's Incoming queue. When an agent finishes with the ticket, he/she moves the ticket from the client's Incoming queue to the client's Closed queue, after creating an Internal Note listing the time spent and billing rate. (Note that the ticket state in OTRS is still "Open"). Our Billing Department looks for tickets in all clients' Closed queues. When they find one, they enter the billing information into our accounting system manually, move the ticket to the Invoiced queue, and then change the state of the ticket in OTRS to "Closed". ::Our Challenges:: We want to allow a manager from each client to look at all tickets in that client's Incoming, Closed and Invoiced queues. We don't want this client manager to see any internal notes however. ::What We've Done So Far:: We successfully modified Config.pm to manage CustomerUsers. We set up Groups called "ClientA-Mgt", "ClientB-Mgt" etc., and and assigned these groups to each client's Incoming, Closed and Invoiced queues. We also made all of our agents members of all of these groups with rw permissions We then set up a test ClientA customer user and gave him ro permissions to the ClientA-Mgt group. OTRS then gave him rw permission to the users group. Unfortunately, this customer user sees no existing tickets when they log in. They only see tickets that they themselves create. What have we done wrong? Thanks! Mark -- _____________________________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04101 Tel: (207) 772-5678 Web: http://www.rnome.com _______________________________________________ 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/
