Re: [otrs] How to setup customer users,

[Aad Leenheer]

I wonder if Jack has found any Solution on How to setup customer users,
customer groups and permissions :

Hi Guys,
 
 
 
Here is the scenario,
 
 
 
1.   A customer company has two bosses, Bob(CEO) and Joe(CFO).
 
2.   They have two major departments, Accounting and Sales. There
are
about 10 employees in each department.
 
3.   Joe is responsible for the Accounting department. And May is
the
head of Sales department.
 
 
 
Requirement,
 
 
 
1.   The customer company wants to have 3 groups of tickets, tickets
of
Accounting (Group A), tickets of Sales (Group B) and tickets of general
requests (Group C). 
 
2.   Bob and Joe can see all company's tickets.
 
3.   Customer users can only see their own tickets and general
tickets.
 
4.   May is able to see all the tickets from Sales department and
General tickets.
 
 
 
Any idea on how to setup this? Thanks!
 
 
 
Jack
 

Thanks in Advance,

Aad

 

 

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Re: [otrs] How to setup customer users,

[Gerald Young]

http://forums.otterhub.org/viewtopic.php?f=60&t=7531

Accounting customers have a CustomerID of company-accounting or
company-groupa
Sales customers have a CustomerID of company-sales or company-groupb
everyone else has a customerID of company (general requests/group c)

The schema is 
extended/modifiedin
the CustomerUser Map to include CustomerIDs, based upon a field added
to
the customer_user table or referenced from an arbitrary attribute in
ldap/active directory.

Accounting customers will have CustomerIDs of company
Sales customers will have CustomerIDs of company

Bob and Joe have CustomerIDs of company-accounting,company-sales (plus they
will have access to their "default" company as CustomerID")
May has a CustomerID of (pick one: company or company-sales) and a
CustomerIDs of the other one.

"Company Tickets" is the place to see the tickets that aren't "My Tickets".


On Wed, Dec 12, 2012 at 8:40 AM, Aad Leenheer  wrote:

>  I wonder if Jack has found any Solution on How to setup customer users,
> customer groups and permissions :
>
> Hi Guys,
>
> ** **
>
>  
>
> ** **
>
> Here is the scenario,
>
> ** **
>
>  
>
> ** **
>
> 1.   A customer company has two bosses, Bob(CEO) and Joe(CFO).
>
> ** **
>
> 2.   They have two major departments, Accounting and Sales. There are
>
> about 10 employees in each department.
>
> ** **
>
> 3.   Joe is responsible for the Accounting department. And May is the
>
> head of Sales department.
>
> ** **
>
>  
>
> ** **
>
> Requirement,
>
> ** **
>
>  
>
> ** **
>
> 1.   The customer company wants to have 3 groups of tickets, tickets 
> of
>
> Accounting (Group A), tickets of Sales (Group B) and tickets of general
>
> requests (Group C). 
>
> ** **
>
> 2.   Bob and Joe can see all company's tickets.
>
> ** **
>
> 3.   Customer users can only see their own tickets and general 
> tickets.
>
> ** **
>
> 4.   May is able to see all the tickets from Sales department and
>
> General tickets.
>
> ** **
>
>  
>
> ** **
>
> Any idea on how to setup this? Thanks!
>
> ** **
>
>  
>
> ** **
>
> Jack
>
> ** **
>
> Thanks in Advance,
>
> Aad
>
> ** **
>
> ** **
>
> -
> 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
>
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Re: [otrs] How to setup customer users,

[Gerald Young]

followup: if May's tickets are not to be seen by "general", then May should
have a CustomerID of company-sales.


On Wed, Dec 12, 2012 at 9:11 AM, Gerald Young  wrote:

> http://forums.otterhub.org/viewtopic.php?f=60&t=7531
>
> Accounting customers have a CustomerID of company-accounting or
> company-groupa
> Sales customers have a CustomerID of company-sales or company-groupb
> everyone else has a customerID of company (general requests/group c)
>
> The schema is 
> extended/modifiedin
>  the CustomerUser Map to include CustomerIDs, based upon a field added to
> the customer_user table or referenced from an arbitrary attribute in
> ldap/active directory.
>
> Accounting customers will have CustomerIDs of company
> Sales customers will have CustomerIDs of company
>
> Bob and Joe have CustomerIDs of company-accounting,company-sales (plus
> they will have access to their "default" company as CustomerID")
> May has a CustomerID of (pick one: company or company-sales) and a
> CustomerIDs of the other one.
>
> "Company Tickets" is the place to see the tickets that aren't "My Tickets".
>
>
> On Wed, Dec 12, 2012 at 8:40 AM, Aad Leenheer  wrote:
>
>>  I wonder if Jack has found any Solution on How to setup customer users,
>> customer groups and permissions :
>>
>> Hi Guys,
>>
>> ** **
>>
>>  
>>
>> ** **
>>
>> Here is the scenario,
>>
>> ** **
>>
>>  
>>
>> ** **
>>
>> 1.   A customer company has two bosses, Bob(CEO) and Joe(CFO).
>>
>> ** **
>>
>> 2.   They have two major departments, Accounting and Sales. There are
>>
>> about 10 employees in each department.
>>
>> ** **
>>
>> 3.   Joe is responsible for the Accounting department. And May is the
>>
>> head of Sales department.
>>
>> ** **
>>
>>  
>>
>> ** **
>>
>> Requirement,
>>
>> ** **
>>
>>  
>>
>> ** **
>>
>> 1.   The customer company wants to have 3 groups of tickets, tickets 
>> of
>>
>> Accounting (Group A), tickets of Sales (Group B) and tickets of general
>>
>> requests (Group C). 
>>
>> ** **
>>
>> 2.   Bob and Joe can see all company's tickets.
>>
>> ** **
>>
>> 3.   Customer users can only see their own tickets and general 
>> tickets.
>>
>> ** **
>>
>> 4.   May is able to see all the tickets from Sales department and
>>
>> General tickets.
>>
>> ** **
>>
>>  
>>
>> ** **
>>
>> Any idea on how to setup this? Thanks!
>>
>> ** **
>>
>>  
>>
>> ** **
>>
>> Jack
>>
>> ** **
>>
>> Thanks in Advance,
>>
>> Aad
>>
>> ** **
>>
>> ** **
>>
>> -
>> 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
>>
>
>
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Re: [otrs] How to setup customer users,

[Gerald Young]

followup 2: Each ID has to be separated by a semicolon. (not a comma)


On Wed, Dec 12, 2012 at 9:13 AM, Gerald Young  wrote:

> followup: if May's tickets are not to be seen by "general", then May
> should have a CustomerID of company-sales.
>
>
> On Wed, Dec 12, 2012 at 9:11 AM, Gerald Young  wrote:
>
>> http://forums.otterhub.org/viewtopic.php?f=60&t=7531
>>
>> Accounting customers have a CustomerID of company-accounting or
>> company-groupa
>> Sales customers have a CustomerID of company-sales or company-groupb
>> everyone else has a customerID of company (general requests/group c)
>>
>> The schema is 
>> extended/modifiedin
>>  the CustomerUser Map to include CustomerIDs, based upon a field added to
>> the customer_user table or referenced from an arbitrary attribute in
>> ldap/active directory.
>>
>> Accounting customers will have CustomerIDs of company
>> Sales customers will have CustomerIDs of company
>>
>> Bob and Joe have CustomerIDs of company-accounting,company-sales (plus
>> they will have access to their "default" company as CustomerID")
>> May has a CustomerID of (pick one: company or company-sales) and a
>> CustomerIDs of the other one.
>>
>> "Company Tickets" is the place to see the tickets that aren't "My
>> Tickets".
>>
>>
>> On Wed, Dec 12, 2012 at 8:40 AM, Aad Leenheer wrote:
>>
>>>  I wonder if Jack has found any Solution on How to setup customer
>>> users, customer groups and permissions :
>>>
>>> Hi Guys,
>>>
>>> ** **
>>>
>>>  
>>>
>>> ** **
>>>
>>> Here is the scenario,
>>>
>>> ** **
>>>
>>>  
>>>
>>> ** **
>>>
>>> 1.   A customer company has two bosses, Bob(CEO) and Joe(CFO).
>>>
>>> ** **
>>>
>>> 2.   They have two major departments, Accounting and Sales. There 
>>> are
>>>
>>> about 10 employees in each department.
>>>
>>> ** **
>>>
>>> 3.   Joe is responsible for the Accounting department. And May is 
>>> the
>>>
>>> head of Sales department.
>>>
>>> ** **
>>>
>>>  
>>>
>>> ** **
>>>
>>> Requirement,
>>>
>>> ** **
>>>
>>>  
>>>
>>> ** **
>>>
>>> 1.   The customer company wants to have 3 groups of tickets, tickets 
>>> of
>>>
>>> Accounting (Group A), tickets of Sales (Group B) and tickets of general
>>>
>>> requests (Group C). 
>>>
>>> ** **
>>>
>>> 2.   Bob and Joe can see all company's tickets.
>>>
>>> ** **
>>>
>>> 3.   Customer users can only see their own tickets and general 
>>> tickets.
>>>
>>> ** **
>>>
>>> 4.   May is able to see all the tickets from Sales department and
>>>
>>> General tickets.
>>>
>>> ** **
>>>
>>>  
>>>
>>> ** **
>>>
>>> Any idea on how to setup this? Thanks!
>>>
>>> ** **
>>>
>>>  
>>>
>>> ** **
>>>
>>> Jack
>>>
>>> ** **
>>>
>>> Thanks in Advance,
>>>
>>> Aad
>>>
>>> ** **
>>>
>>> ** **
>>>
>>> -
>>> 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
>>>
>>
>>
>
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Re: [otrs] How to setup customer users,

[David Boyes]

Another interesting note: Samba 4 (with the full independent AD implementation 
mandated by the EU judgment against MS) was released this week. No Windows CALs 
required to do authentication against it, and can be managed directly with the 
MS tools *and* it supports replication of AD forests. He may be able to do this 
more easily using a Samba 4 "domain controller".

I'm setting up a lab system to test this today.

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[otrs] Link OTRS tickets (or articles) to existing CRM system

[Jean BROW]

Hi all,

My challenge is this -

We have an existing CRM system. Currently our support agents are copying
the ticket ID over to the CRM system every time they receiving an ticket.

Anyone have any good idea how I can make the life more easier for my
support agents?

Thanks.
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Re: [otrs] Link OTRS tickets (or articles) to existing CRM system

[Arnold Ligtvoet]

Op 13 dec. 2012 om 00:33 heeft Jean BROW  het volgende 
geschreven:

> Hi all,
> 
> My challenge is this -
> 
> We have an existing CRM system. Currently our support agents are copying the 
> ticket ID over to the CRM system every time they receiving an ticket.
> 
> Anyone have any good idea how I can make the life more easier for my support 
> agents?

I've made an integration like this one before. What we did is match the 
customer number in OTRS to the customer number in the CRM. Then in the CRM (in 
house developed web based) we simply wrote a query to extract the tickets for 
that customer number. The result is that the sales guys could also see the 
ticket history before going out to customers. Te only action needed by the 
agent is to enter the customer number once per customer (we could have probably 
also synced that).

The alternative is to develop a button/link in the OTRS pages to push a ticket 
into CRM. I would estimate this to be more work (of course dependent on the CRM 
you use) and it requires an actin from the agent with each ticket handling.

Arnold 
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Re: [otrs] Link OTRS tickets (or articles) to existing CRM system

[Jean BROW]

Thanks for your replay Arnold.

May I ask how you match the customer number in OTRS with the customer
number in your CRM?


2012/12/13 Arnold Ligtvoet 

> Op 13 dec. 2012 om 00:33 heeft Jean BROW  het
> volgende geschreven:
>
> > Hi all,
> >
> > My challenge is this -
> >
> > We have an existing CRM system. Currently our support agents are copying
> the ticket ID over to the CRM system every time they receiving an ticket.
> >
> > Anyone have any good idea how I can make the life more easier for my
> support agents?
>
> I've made an integration like this one before. What we did is match the
> customer number in OTRS to the customer number in the CRM. Then in the CRM
> (in house developed web based) we simply wrote a query to extract the
> tickets for that customer number. The result is that the sales guys could
> also see the ticket history before going out to customers. Te only action
> needed by the agent is to enter the customer number once per customer (we
> could have probably also synced that).
>
> The alternative is to develop a button/link in the OTRS pages to push a
> ticket into CRM. I would estimate this to be more work (of course dependent
> on the CRM you use) and it requires an actin from the agent with each
> ticket handling.
>
> Arnold
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>
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Re: [otrs] Link OTRS tickets (or articles) to existing CRM system

[Arnold Ligtvoet]

Hi Jean,

by hand. We use the CustomerID field in OTRS and fill it with the 
customer id number from the CRM system. I'm pretty certain this can be 
automated as well by using LDAP, but the simple integration works well.


It does depend on the support agent entering the CustomerID when 
creating a ticket or when first responding to a ticket.


Arnold.


Op 13-12-12 01:09, Jean BROW wrote:

Thanks for your replay Arnold.

May I ask how you match the customer number in OTRS with the customer
number in your CRM?


2012/12/13 Arnold Ligtvoet mailto:arn...@ligtvoet.org>>

Op 13 dec. 2012 om 00:33 heeft Jean BROW mailto:everyday...@gmail.com>> het volgende geschreven:

 > Hi all,
 >
 > My challenge is this -
 >
 > We have an existing CRM system. Currently our support agents are
copying the ticket ID over to the CRM system every time they
receiving an ticket.
 >
 > Anyone have any good idea how I can make the life more easier for
my support agents?

I've made an integration like this one before. What we did is match
the customer number in OTRS to the customer number in the CRM. Then
in the CRM (in house developed web based) we simply wrote a query to
extract the tickets for that customer number. The result is that the
sales guys could also see the ticket history before going out to
customers. Te only action needed by the agent is to enter the
customer number once per customer (we could have probably also
synced that).

The alternative is to develop a button/link in the OTRS pages to
push a ticket into CRM. I would estimate this to be more work (of
course dependent on the CRM you use) and it requires an actin from
the agent with each ticket handling.

Arnold
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