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Customer Users ↔ Customers¶

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¶

Note

This module is for assigning a customer user to additional customer records. The primary customer is assigned via the 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.
Click on the Save or Save and finish button.

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.
Click on the Save or Save and finish button.

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:

Go to the System Configuration screen.
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.
Copy the $Self->{CustomerUser} section from Kernel/Config/Defaults.pm into Kernel/Config.pm.
Remove the comment (# character) from the beginning of the line contained CustomerUserExcludePrimaryCustomerID and set the value to 1.
```
CustomerUserExcludePrimaryCustomerID => 1,
```
Set Customer Users ↔ Customers relations for customer users who need to have access to company tickets.
Go to the System Configuration screen.
Search for the setting CustomerDisableCompanyTicketAccess and disable it to allow access to company tickets only for customer users configured in step 5.

Note

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.

Warning

Accessing a customer user or a customer provides no back link to the relations screen.

Note

By setting a checkbox in the header of a column will set all the checkboxes in the selected column.