How to prevent one agent to show all customers users

Moderator: crythias

Post Reply
skilled
OTRS expert
Posts: 65
Joined: 11 Apr 2018, 13:53
OTRS Version?: 6.0.16

How to prevent one agent to show all customers users

Post by skilled » 07 Nov 2019, 17:01

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
Moderator
Posts: 1839
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: How to prevent one agent to show all customers users

Post by root » 07 Nov 2019, 18:25

Hi,

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

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

skilled
OTRS expert
Posts: 65
Joined: 11 Apr 2018, 13:53
OTRS Version?: 6.0.16

Re: How to prevent one agent to show all customers users

Post by skilled » 08 Nov 2019, 15:39

Hi Roy,

thanks for your reply.

Post Reply