Let customers see tickets in selfservice interface

Hello,

I am trying to setup the following scheme:

  • we are providing helpdesk services for different customers, so we
    build one queue for each customer
  • we would like to permit customer A to see its ticket created by
    e-mail, so we first created an unprivileged user for all personal of
    customer A (easier to manage from the customer point of view)
  • but since people create requests from their own e-mail, they don’t see
    their tickets in the selfservice interface if they log in with the
    "generic" unprivileged user for customer A.

Can this be done? And if yes, how?

Thank you.
Nicolas

i would create a group (Group_CompanyA) and then create a generic user for
that group that everyone in companyA could use.

i would then assign Group_CompanyA to the queue (CompanyA) under the ‘group
rights’ tab. giving the group at least ‘view queue’ create ticket, and reply
to ticket rights

That should be enough so the generiic user of companyA can view and create
tickets for the CompanyA queue

Also if you have a different generic user for each queue it will mean the
home page will only show tickets relating to that companies Queue

View this message in context: http://requesttracker.8502.n7.nabble.com/Let-customers-see-tickets-in-selfservice-interface-tp56218p56223.html

Hello,

i would create a group (Group_CompanyA) and then create a generic user for
that group that everyone in companyA could use.

i would then assign Group_CompanyA to the queue (CompanyA) under the ‘group
rights’ tab. giving the group at least ‘view queue’ create ticket, and reply
to ticket rights

Yes this is exactly what I did before posting.

That should be enough so the generiic user of companyA can view and create
tickets for the CompanyA queue

But what if the ticket is created by another user by e-mail in the
CustomerA queue? So far the tickets are NOT visible when login in the
Web interface with the CustomerA’s generic user.

I might miss something, but so far I have no clue on what.

Also if you have a different generic user for each queue it will mean the
home page will only show tickets relating to that companies Queue

Make sense, indeed.