AFAIK the duplication checks against having 2 customers with the same email
address or 2 agents. It doesn't check across both customers and agents.
The simplest way to achieve your objective is to setup the same external
back-end for both customers and agents e.g. LDAP / Active Directory)
On Fri
Hello all,
New to OTRS and trying to set up the basics. Since we would like to
use this for both internal and external customers, how do I effectively
set up someone that works for us? It seems that having email address as
a primary/NO DUPE key precludes having someone as both an agent and a
Hi all
I have more geographical area in our organization
Area 1 at Paris
Area 2 at Luxembourg
Area 3 at Sophia Antipolis, etc
In each area we have some Agents (2 or 3) and some customers (10 at 80)
I want separate each agent/customers by area
So I do groups for each area (Paris groups, L
