[Antonin Caillon]

Hello,
We are using OTOBO in a B2B context with:

• Around 100 partners (companies),
• Over 3000 end customers,
• Multiple users per partner,
• And tickets are created by partners on behalf of their end customers (each ticket is linked to a specific customer record).

Our goal
We want:

•  All users of the same partner to be able to see tickets created by their colleagues,
• Even if those tickets are linked to different end customers,
• While ensuring that users cannot see tickets from other partners.

Constraints

• Tickets must remain linked to the correct end customer (CustomerUser),
• The solution needs to be scalable and automated (manual customer-user relations are not feasible at this scale).

Question

• Is there a native method (or via extension or script) to:
• Group customer users by partner,
• And allow cross-visibility of tickets created by any user within that partner group, regardless of the end customer?

 

Thank you for any guidance!

[Autor]

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