How to prevent one agent to show all customers users

[skilled]

Hello All,

OTRS: 6.0.16, Unbuntu 18.4

I have one question.
How to prevent one agent to have a look to all the customer users in the ticket system?
What I want to do, create one account for one agent and if he wants to create telephone/Email ticket, he should add the customer user to this ticket, but for now he is able to see all the customer users, i.e. if he is going to enter the first name, OTRS will automatically show him the expected customers users.
I don't want to let him see all the customer users, I just want to see the customer users from his company.
I gave him permissions to have access on few queues which are related with few groups and this agent is linked to these groups.
queue1 -> group1
queue2 -> group2
queue3 -> group3

Agent1->group1
Agent1->group2
Agent1->group3

And I also linked the customers users (from his company) to the same groups:

customer1->group1
customer2->group2
customer3->group3

I am using these groups, but I couldn't solve this issue through them.
Is there any method to do this task?

Best Regards
Alaa

[root]

Hi,

Access to CustomerUser / CustomerCompany for an agent is not restricted by default. There are commercial add-ons available for this.

- Roy

[skilled]

Hi Roy,

thanks for your reply.

[mwilhelmi]

Hi Roy,

if you use different database backends (like LDAP & loca odr sevr LDAP-backends) for your customer user, you can restrict the access to groups.

Just use
AccessGroups => [ 'group1', 'group2'
],

to handle this

[jojo]

There is no such setting in ((OTRS)) community edition 6

[root]

if you use different database backends (like LDAP & loca odr sevr LDAP-backends) for your customer user, you can restrict the access to groups.

Just use
AccessGroups => [ 'group1', 'group2'
],

Hi mwilhelmi,

There's no setting like this. From where do you got this? Hopefully you don't rely on this.

- Roy

[mwilhelmi]

Hi Roy,

you can set this in the Config.pm file in the CusotomerUser section

Marc

[jojo]

Hi Roy,

you can set this in the Config.pm file in the CusotomerUser section

Marc

And it will have no effect.... Or do you use a commercial addon for this?

[mwilhelmi]

Hi jojo,

you are right! We use KIX4OTRS in th epast for our OTRS 5 and where just moving to OTRS 6.
I checked it and now all agnets can see all customer users, so I assume, that was a KIX-feature now missing.

Do you know which addon can provide this?

[root]

Do you know which addon can provide this?

Hi,

I don't know anyone for free, there should be one with OTRS and one from Znuny.

- Roy