Hi,
I have a queue where all my customers can create tickets (normally by email),
and when they login they see only their tickets.
Now, if a have a customer where many users create tickets,
how do I have to configure my system, so that all users from a client (company) can see all tickets from that company ?
The association could either be , that the domain part of the email address is the same, or option 2, the value of a ticket custom fileld has a value of ‘blah’ , or I could create a group for that company, assign all users and then show tickets with requestors of that group ?
What is the best way to do solve this?
Rolf Schaufelberger
Rolf,
If that client has a relatively static user base, put them in a user-group
and grant “ShowTickets” for that group for that Queue. If the client user
base isn’t very static, then you might need to do a regex based on the last
portion of the email address (usually the same for all employees of a
company) and get them into that group.
Kenn
LBNLOn Thu, Jul 28, 2011 at 5:40 AM, Rolf Schaufelberger rs@plusw.de wrote:
Hi,
I have a queue where all my customers can create tickets (normally by
email),
and when they login they see only their tickets.
Now, if a have a customer where many users create tickets,
how do I have to configure my system, so that all users from a client
(company) can see all tickets from that company ?
The association could either be , that the domain part of the email
address is the same, or option 2, the value of a ticket custom fileld
has a value of ‘blah’ , or I could create a group for that company, assign
all users and then show tickets with requestors of that group ?
What is the best way to do solve this?
Rolf Schaufelberger
2011 Training: http://bestpractical.com/services/training.html