Display all the tickets for customers

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TryAgain
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Joined: 17 Jan 2018, 12:39
OTRS Version?: 5.0.23

Display all the tickets for customers

Post by TryAgain » 17 Jan 2018, 14:41

Hello,


I have OTRS 5.0.23.
My customers (and agents) are in a LDAP, they can all log in and use OTRS quite well (i have no group in the LDAP).
But the customers want to see all the tickets posted in OTRS : not only their own tickets.

How can i set the parameters in OTRS to do that ?

Thanks .

jojo
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Re: Display all the tickets for customers

Post by jojo » 17 Jan 2018, 15:08

Customers only can see tickets based on their CustomerID
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TryAgain
OTRS newbie
Posts: 2
Joined: 17 Jan 2018, 12:39
OTRS Version?: 5.0.23

Re: Display all the tickets for customers

Post by TryAgain » 17 Jan 2018, 15:57

Thank you for your answer.

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crythias
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Re: Display all the tickets for customers

Post by crythias » 22 Jan 2018, 16:58

TryAgain wrote:But the customers want to see all the tickets posted in OTRS : not only their own tickets.
There is also enabling Company Tickets.

Users' "My Tickets" are based upon UserName.
Users' "Company Tickets" are based upon CustomerID. If "everyone" had the same value of CustomerID, they'd see all tickets in Company Tickets.
By default and most LDAP suggested configuration, the CustomerID = individual email address. But it can be anything, including any other LDAP attribute, such as Company or Department.
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