Multi Tenancy in OTRS Community Edition Step by Step Tutorial

Hi, 

How Multi-Tenancy Works in OTRS?

OTRS Community Edition supports Multi-Tenancy Feature for handling scenarios such as Service Providers, Call Centers, and Managed Service Providers ( MSP ) and many more industries who want to cater and extend service support to their precious customers.

OTRS Community Edition is so much flexible and allows many customizations as per your requirements and Multi-Tenancy is one of them.

Single OTRS Server can be used in multi-tenant scenarios, it can also be easy to map service catalogs, groups for a set of customers, and set of support Agents.

here is some of the more customization we can do int the OTRS Systems.

- Access Control Permission.

- Multiple Support Teams.

- Customer Specific SLA.

- Multiple E-mail Address for Customers.

- Multiple Active Directory synchronization for Single Sign-on.

- Many More..

below is the basic Ticket flow in my Example.

STEPS TO CONFIGURE

 

Tenant 1 : The Coffee Company Limited

1.       Configure System SMTP E-mail Address ( Coffeecompany@itsupport.com )

2.       Configure Post Master Mail Account ( Coffeecompany@itsupport.com )

3.       Create Group “ Coffee Company Group “

4.       Create a Company

5.       Create a Company User and associate with CoffeeCompany.

6.       Add Company to “Coffee Company Group”

a.       Enable Company-to-Group Feature

b.       Appy Config.

7.       Add User to “Coffee Company Group”

8.       Create Agent “ agent.coffeecompany@itsupport.com”

9.       Add Agent to “Coffee Company Group”

10.   Create Queue “ Coffee Company Support “

11.   Create Sub Queue of “Coffee Company Support”

a.       Hardware

b.       Software

12.   Change Queue with “Coffee Company Support” in SMTP and Post Master Mail Account.

 

Tenant 2 : The Tea Company Limited

 

13.   Configure System SMTP E-mail Address ( teacompany@itsupport.com )

14.   Configure Post Master Mail Account ( teacompany@itsupport.com )

15.   Create Group “ Tea Company Group “

16.   Create a Company

17.   Create a Company User and associate with TeaCompany.

18.   Add Company to “Tea Company Group”

a.       Enable Company-to-Group Feature

b.       Appy Config.

19.   Add User to “Tea Company Group”

20.   Create Agent “ agent.teaecompany@itsupport.com”

21.   Add Agent to “Tea Company Group”

22.   Create Queue “ Tea Company Support “

23.   Create Sub Queue of “Tea Company Support”

a.       Hardware

b.       Software

24.   Change Queue with “Tea Company Support” in SMTP and Post Master Mail Account.

Please Visit my how-to tutorial for more understanding.

Thank you..