OTRS supports different types of users. The link "Customer Users" can be
used to mange the accounts of your customers. A customer can log in the
system via the customer interface (customer.pl). The customer interface
enables a user to manage own tickets and change the own account settings.
Also a customer user is needed for the ticket history in the system.
You can search for a specific customer user in the database and change the
customer user backend. More infos about customer user backends are available
in the chapter about
external backends
.
You can create new customer user accounts. All input fields that are marked
through an asterisk (*) have to contain values. Very important is to
specify a account name and a password for the new user to enable that this
user can log in the system. Also you have to specifiy a customer ID
("Customer#"). This ID needs the system to identify the user and the
tickets of this user. Ffor example the mail address of the user can be
specified for Customer#, because a mail address is explicit.
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To keep the consistency of the data for OTRS it is not possible to delete a
customer user. To deactivate a customer user account set it to
"invalid" or "invalid-temporarily".
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Customer users can also be added to a group. this feature might be useful,
if you want to add some customer users of the same company that shall only
have access to one or some queues through the customer interface. First
create via the
group management module
the group, that shall contain all customer users of the company. Then
create the
queues
and select the new group for this queues.
The next step is to activate the customer group support. This can be done
with the configuration parameter
CustomerGroupSupport
either via the graphical configuration frontend of OTRS or via inserting
this parameter into your Kernel/Config.pm file.
The parameter
CustomerGroupAlwaysGroups
you can specify the groups for a new added customer user, the new account
will be added to this group automatically.
Through the link "Customer Users <-> Groups" you can manage which
customer user shall belong to the different groups.
