Source string Read only

292/2920
Context English State
In an organization, for example, which views its customers as it's departments and teams, a customer user may have to have access to multiple customers tickets for controlling purposes. Maybe you have partners who represent several different companies, or a corporation wants to have a look at all the requests of their subsidiaries.
For all situations, OTRS provides the means. Aside from a primary customer, your customer users can gain access to multiple customer tickets as defined by you.
Use this screen to add one or more customer users to one or more customers. To use this function, at least one customer user and one customer need to have been added to the system. The management screen is available in the *Customer Users ↔ Customers* module of the *Users, Groups & Roles* group.
Manage Customer User-Customer Relations
Manage Customer Users ↔ Customers Relations
This module is for assigning a :term:`customer user` to additional :term:`customer` records. The primary customer is assigned via the :ref:`Customer User Settings`.
To assign some customers to a customer user:
Click on a customer user in the *Customer Users* column.
Select the customers you would like to assign to the customer user.
Change Customer Relations for Customer User
To assign some customer users to a customer:
Click on a customer in the *Customers* column.
Select the customer users you would like to assign to the customer.
Change Customer User Relations for Customer
Before **OTRS** version 7.0.14 it was only possible to enable or disable access to company tickets for customer users for every customer user back end via ``CustomerUserExcludePrimaryCustomerID`` parameter. It was not possible to select the primary customer ID, because it was assumed to be always there anyways, and for the same reason it is still not possible if ``CustomerUserExcludePrimaryCustomerID`` is disabled for that customer user back end.
In order to allow privilege separation for customer users of a common company, it should be possible to remove access to tickets of the same company and then individually reassign access to specific customer users. Then these customer users have company ticket access while all others do not.
To allow privilege separation for the customer users of the same company:
Search for the setting ``CustomerDisableCompanyTicketAccess`` and enable it to make sure not all customer users get access to company tickets until the configuration is finished.
Remove the comment (# character) from the beginning of the line contained ``CustomerUserExcludePrimaryCustomerID`` and set the value to ``1``.
Set *Customer Users ↔ Customers* relations for customer users who need to have access to company tickets.
Search for the setting ``CustomerDisableCompanyTicketAccess`` and disable it to allow access to company tickets only for customer users configured in step 5.
If several customer users or customers are added to the system, use the search box to find a particular customer user or customer. Only the first 1000 customer users and customers are listed by default.
Multiple customer users or customers can be assigned in both screens at the same time. Additionally clicking on a customer user or clicking on a customer in the relations screen will open the *Edit Customer User* screen or the *Edit Customer* screen accordingly.
Accessing a customer user or a customer provides no back link to the relations screen.
By setting a checkbox in the header of a column will set all the checkboxes in the selected column.
Customer Users ↔ Groups
Customer users shouldn't need to be bothered with the internal workings of your service desk. A single point of contact request can trigger several processes within your organization, all of which having the customer user information attached and are visible to the customer.
OTRS allows you to assign :term:`group` permissions to customer users. Access works just the same as for agents, preventing a customer from modifying and viewing a request. Thus allowing the customer to focus on the results of the original communication and funneling the discussion through one ticket.
Assign a group to an entire customer using :doc:`customers-groups`.
Use this screen to add one or more customer users to one or more groups. To use this function, at least one customer user and one group need to have been added to the system. The management screen is available in the *Customers Users ↔ Groups* module of the *Users, Groups & Roles* group.
Manage Customer User-Group Relations

Loading…

User avatar None

New source string

OTRS 7 / Administration ManualEnglish

New source string a year ago
Browse all component changes

Glossary

English English
No related strings found in the glossary.

Source information

Flags
read-only
Source string location
../../content/users-groups-roles/customer-users-customers.rst:47
String age
a year ago
Source string age
a year ago
Translation file
locale/content.pot, string 2758