OTRS 6: How to achieve multi tenacy?

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Daxx13
Znuny newbie
Posts: 1
Joined: 30 Apr 2018, 13:17
Znuny Version: OTRS 6

OTRS 6: How to achieve multi tenacy?

Post by Daxx13 »

Hi!

We're deploying OTRS 6 for a customer. He wants to use it with their customers, but they also want to let their 2nd level customers (customers of customers) let their second level customers open tickets to the 1st level customers, so the 1st level customers will have agents too (and should be hidden between they).

So, is possible to achieve this with one BD/WebServer instance?

I' think we have to use groups for customers and agents, and some queues to forward tickets, but I have some doubts. For example, right now, any agent can search for any customer, while what we want's the 1st level agents can only see the customers in their group.

I'm sure that we are goig to experience more inconveniences in the process. Some suggestions?

Many thanks!!!

Aitor.
wurzel
Znuny guru
Posts: 3224
Joined: 08 Jul 2010, 22:25
Znuny Version: x.x.x
Real Name: Florian

Re: OTRS 6: How to achieve multi tenacy?

Post by wurzel »

Hi,

on first glance it could be possible with customer groups and processes.
Maybe commercial addons are needed additionally.

My approach would be one instance per client and built webservices to a central OTRS.


Not trivial (I would not be able to set up this kind of setup) maybe you should ask for professional help.

Regards
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

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