Queues Based On Company - Customer Web Portal

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sysAdminLiam
Znuny newbie
Posts: 11
Joined: 01 Oct 2018, 14:58
Znuny Version: Version 6
Real Name: Liam Robson

Queues Based On Company - Customer Web Portal

Post by sysAdminLiam »

Hey,

We have been using OTRS Version 6 for nearly a year now and we now have a requirement to start using the Customer Portal that OTRS offer. My requirements are as follows:

Businesses:
Company A
Company B
Company C

URLs:
https://ticket.company-a.co.uk/customer
https://ticket.company-b.co.uk/customer
https://ticket.company-c.co.uk/customer

Ticket Queues:
Company A:
> Sales
> Support
> Accounts

Company B:
> Sales
> Support
> Accounts

Company C:
> Sales
> Support
> Accounts

When a customer logins in via Company A's URL, and log a ticket for 'Sales', this should be then filtered in the queue 'Company A > Sales' and so on. this will help us differentiate the different customers that we support.

I have looked on the OtterHub forums and posts but cannot find anything that will help me get what I need. Does anyone have a solution or any points that would help me achieve the scenario?
christianclavet
Znuny newbie
Posts: 75
Joined: 27 Aug 2018, 13:50
Znuny Version: Community
Real Name: Christian Clavet
Company: Tact Group

Re: Queues Based On Company - Customer Web Portal

Post by christianclavet »

Hi, This would require 3 OTRS servers on a different DNS each if you absolutely want to do it like that. So the URL point to a specific OTRS IP.

But, if you only want to do it from a single server, you could do point at the same IP and have your customer assigned in different queues.

Like:
URLs:
https://ticket.company-a.co.uk/customer
https://ticket.company-b.co.uk/customer
https://ticket.company-c.co.uk/customer

ticket.company-a.co.uk = same server ip
ticket.company-b.co.uk = same server ip
ticket.company-c.co.uk = same server ip


Like theses
Company A:
> Sales
> Support
> Accounts

Company B:
> Sales
> Support
> Accounts

Company C:
> Sales
> Support
> Accounts

Sales, Support and Account would go in subqueues. For splitting them, you assign your customer user to the proper compagny and assign them a specific group. You would need to create groups for each company name and assign them their queues.
So you would not have 3 queues, but 9 at minimum. (I prefer to have a "master" queue with the company name and put the sub-queue inside), they will have exactly the same name but not the same parent.
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sysAdminLiam
Znuny newbie
Posts: 11
Joined: 01 Oct 2018, 14:58
Znuny Version: Version 6
Real Name: Liam Robson

Re: Queues Based On Company - Customer Web Portal

Post by sysAdminLiam »

Hey christianclavet,

3 instances is not an option currently. We have one active server and one passive in a different DC for failover. Regarding your proposed solution, https://ticket.company-a.co.uk/customer would point to the active servers IP address as well as the other two URLS? How would I present 'Company A's' ticket queues when a user logs in via the company A URL? and the same for the other companies? That's my real issue.

I have a user, myself currently but cannot find how I assign myself to a 'company', is this complete via the admin panel? I have the following (see attached).

I have set up a queue like the following

{Company} Customer Portal
{Company} Customer Portal::Sales
{Company} Customer Portal::Accounts
{Company} Customer Portal:Tech Support

I have a group called 'Company A'
I have created a 'Company' under 'Customers' in the admin panel with the ID of 1 and name 'Company A'
I have created a user in 'Customer User' named test.user with its ID set to 1 Company A'
Logged in with this user and can see the Queues for Company A which is good.

Now, If I create the other 'companies' with the same queue structure, this would work, right? Then each of the URLS would point to the server, users would log in and have the correct access to their specific queues??
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Last edited by sysAdminLiam on 01 Oct 2018, 16:54, edited 1 time in total.
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: Queues Based On Company - Customer Web Portal

Post by root »

Hi,

It should be possible to restrict the queues based on the CustomerID of the logged in customer user with an ACL.
For the Skin check the settings Loader::Customer::SelectedSkin::HostBased and for template customizations DefaultTheme::HostBased.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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Do you want to contribute or want to know where it goes ?
christianclavet
Znuny newbie
Posts: 75
Joined: 27 Aug 2018, 13:50
Znuny Version: Community
Real Name: Christian Clavet
Company: Tact Group

Re: Queues Based On Company - Customer Web Portal

Post by christianclavet »

Hi!

Your current queue structure is ok.
To be sure they will never see the other company tickets:

- Set each company user a different group, so a customer user that would be assigned to group "companyA" will not have the privileges to see the tickets in "companyB"
- Groups also to be set for each queue structure. So if you have agents that would deserve the 3 customers, they will need to have the 3 customer groups assigned also.

Once that done, if you assign a customer user to a customer, they will only see their queue structure and could see their tickets and ask queries to see all their company tickets and nothing more.
I have a user, myself currently but cannot find how I assign myself to a 'company', is this complete via the admin panel? I have the following (see attached).
Users and Customer users are different. If you need to log via the customer interface you need to create CUSTOMER USER. A standard user would be an AGENT only.
Regarding your proposed solution, https://ticket.company-a.co.uk/customer would point to the active servers IP address as well as the other two URLS? How would I present 'Company A's' ticket queues when a user logs in via the company A URL? and the same for the other companies?
The customer would login in the same server, but they would only see their tickets. They would see the url with name you want to show them in the browser. So you would have 3 URL showing the same interface, but different content (once they would login, OTRS will show them their tickets)
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crythias
Moderator
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Re: Queues Based On Company - Customer Web Portal

Post by crythias »

There is no reason to provide customer/company based queues.

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