[otrs] No Company Tickets in CustomerTicketOverview

[Rouven Sacha]

Dear List,

i have a problem with otrs 3.2.1 not showing the Company Tickets in the CustomerTicketOverview "Company Tickets" Link. Instead a dialogue inviting the user to create a new ticket is being displayed.

I have done the following so far:

1) I have create different customer-companies and have multiple users with the customer id of their customer-company assigned to them. 

2) i have extended the database schema of customer_user table to add a column customer_ids (http://doc.otrs.org/3.2/en/html/customer-user-backend.html)

3) I have added the customer-company ID in the Customer IDs field of one user of the company

3) i have added this field description in /opt/otrs/Kernel/Config/Defaults.pm:

       [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],

4) i have made sure (hint from IRC) that CustomerGroupSupport is disabled

Still, the company tickets don't show for the one user that the customer IDs were added to - the "new ticket" dialogue is being displayed instead.

Is there anything that i might have missed here or do i have a problem in my config? I have attached a copy of my SysConfig export .

Any help is greatly appreciated!

Thanks in advance,

Rouven Sacha

[Steven Carr]

That original method of company tickets no longer works (or at least I
couldn't get it to work either) in 3.2.

I had to set the following in my Config.pm to enable Company Customer
Support...
$Self->{CustomerUser}->{CustomerCompanySupport} = 1;

Then I had to go through each of my users and make sure they had the
correct company set to them (this should now show as a drop down list of
companies once the above setting is enabled), previously this was stored in
a different field (the additional one you had to create in the DB).

After that I had to go through old tickets and use the GenericAgent to
update the customer information on the tickets, replacing old values with
the new Company ID. Though you only need to do this if you want to show old
Company tickets in the customer interface, going forward they will be able
to see new Company tickets.

Takes a bit of time to get it all sorted but I got there in the end, and at
least now that it is done OTRS is supporting the company feature properly
rather than the old hack method.

Steve

Post by Rouven Sacha
**
Dear List,
i have a problem with otrs 3.2.1 not showing the Company Tickets in the
CustomerTicketOverview "Company Tickets" Link. Instead a dialogue inviting
the user to create a new ticket is being displayed.
1) I have create different customer-companies and have multiple users with
the customer id of their customer-company assigned to them.
2) i have extended the database schema of customer_user table to add a
column customer_ids (
http://doc.otrs.org/3.2/en/html/customer-user-backend.html)
3) I have added the customer-company ID in the Customer IDs field of one
user of the company
3) i have added this field description in
[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var',
'', 0 ],
4) i have made sure (hint from IRC) that CustomerGroupSupport is disabled
Still, the company tickets don't show for the one user that the customer
IDs were added to - the "new ticket" dialogue is being displayed instead.
Is there anything that i might have missed here or do i have a problem in
my config? I have attached a copy of my SysConfig export .
Any help is greatly appreciated!
Thanks in advance,
Rouven Sacha
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