Organizations and automated collaboration. Customer department hierarchy

equisde

I've just upgraded my ticket system from 1.6ST to 1.9.12.I'm a bit confused about organizations and automated colaboration feature. As far as i know all tickets from users who belongs to an organization are accessible by rest of users from de same organization as ticket owner. This can be done in Organization > Automated Collaboration > Organization Members > Add to all tickets from this organization.When this option is enabled, all users from the same organization as ticket owner are automatically added to the ticket as collaborators when a new ticket is created.I have a customer who has two departments.Organization Technical Dept.Administrative Dept.There are six users who belongs to this organization. Is the below setup possible?User1 and User2: They can only view Technical department tickets.User3 and User4: They can only view Administrative department tickets.User5 and User6: They can view ALL tickets of the organization.Currently I have three organizations in my osTicket:MyCustomerMyCustomer - Tech.MyCustomer - Adm.User1 and User2 belongs to MyCustomer - Tech.User3 and User4 belongs to MyCustomer - Adm.User5 and User6 belongs to MyCustomer I've tried to use the option for MyCustomer - Tech. and MyCustomer - Adm. (Organization > Automated Collaboration > Primary Contacts > Add to all tickets from this organization) and then select User5 and User6 as Primary Contact, but it shows only the users for the own organization, not users from other organizations.There is another option Main Domain > Auto Add Members From: but i can't figure out how it works.Is there any way to make it work in this way?Thanks in advance

ntozier

Re: "I have a customer who has two departments."Customers do not have departments.Users can only view tickets that they made.Or new tickets that are made that belong to their organization if you enable that.Users can only belong to a single organization at this time.

equisde

Hi ntozier,Well .. I mean that my customer has two section in their own organization, not in my osTiket.So I assume that I can not configure it to work that way with that customer. It would be nice if users could belong to more than one organization. I think that would make it more versatile.On the other hand, what's the purpose of Main Domain > Auto Add Members From: option in Organization settings?

ntozier

Q: On the other hand, what's the purpose of Main Domain > Auto Add Members From: option in Organization settings?A: to add members of said domain to said organization.