15. 12. 2016 MarinovMihail EriZone & OTRS

Preview EriZone 3.6: Reduce company ticket view to accessible services

Within EriZone, customers can visualize their own tickets (though “My Tickets” view) and all the tickets created from other employees of their company (though “Company Tickets” view) in the Customer Web Self-Service Portal.

In order to restrict the view to those company tickets, which concern the available services for the logged customer, a new filter will be introduced with the release of EriZone 3.6. By enabling this filter in SysConfig, no company ticket for not assigned services can be seen.

Img.1: SysConfig parameter

Img.1: SysConfig parameter

Real Life Example:

Let us suppose that two “customers”, hence employees, have different services enabled. Let’s consider the two customers/employees “mihail.marinov” and “testuser”:

Img.2: Services assigned to the customers "testuser" and "mihail.marinov"

Img.2: Services assigned to the customers “testuser” and “mihail.marinov”

The “testuser” creates two tickets: one concerning the service “Prova” and the other one concerning the service “Test”, namely Ticket# 2016081010000016 and Ticket# 2016081010000025:

Img.3: Information regarding the two tickets created by “testuser”

Img.3: Information regarding the two tickets created by “testuser”

In a default installation, each customer of the same company would be able to see all tickets opened by the other company members.  Indeed, “mihail.marinov” sees both tickets, although he is not allowed to access the “Prova” service.

Img.4: All company tickets are visible to all company members (“customers”)

Img.4: All company tickets are visible to all company members (“customers”)

Enabling the new, above described, service filter, the tickets concerning the unavailable service will not be visible to “Mihail.marinov”.

Img.5: Only company tickets concerning assigned services are visible to the "customers"

Img.5: Only company tickets concerning assigned services are visible to the “customers”

MarinovMihail

MarinovMihail

Developer at Würth Phoenix
“Hi guys! I’m Mihail and since the university years I has been fascinated by distributed systems and measurements on them. Now when I join the Neteye project I get the possibility to continue with this passion and this is great. My free time is completely dedicated to my wife and my daughters, I simply love them.”

Author

MarinovMihail

“Hi guys! I’m Mihail and since the university years I has been fascinated by distributed systems and measurements on them. Now when I join the Neteye project I get the possibility to continue with this passion and this is great. My free time is completely dedicated to my wife and my daughters, I simply love them.”

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