How to allow Team Leader to see tickets of his team?

[DenisBY]

Is it possible to allow Team Leader or Project Manager to see tickets of his team? OTRS 3.0 CVS.

[jojo]

yes

[DenisBY]

How to do this?

[jojo]

just give them the same permisions like the ones of the team...

[DenisBY]

permission to what? I guess PM could see tickets via Company Tickets, but could no find how to do that.

[crythias]

If the team leader is an Agent, he should have the same permissions of the queues as his team. And, likely, he'd have them under "My Queues".
If the team leader is a Customer department head, he'd have the same Customer ID of his team and see "Company Tickets".

[DenisBY]

We use LDAP for Agents and Customers and CustomerID is e-mail of user, so it's impossible to change CustomerID.
Also some TL/PM manage few teams at once, so they should have access to tickets of more than one team.

[crythias]

I'm trying to test my answer to "It's impossible to change CustomerID" .. I *think* that's not necessarily the case. I have to check if the CustomerID is stored with the ticket or simply with the user that created the ticket. If the latter, then I believe changing the CustomerID to "department" or another entry such as domain.mydom in Config.pm is a credible solution.

[crythias]

customer_id *is* stored with the ticket.
See http://forums.otrs.org/viewtopic.php?f= ... 875#p23875 and understand its implications at your own risk. Briefly: changing the customer_id in a user won't change the customer_id of established tickets, and the customer_id doesn't have to be unique to a customer_user.

[ferrosti]

I think one would rather want to implement the 'customer_ids' solution (note the 's' at the end!). Have a look at the manual, it is described very well.