Multicompany

[thomast]

I have a question

Can anyone explain multicompany??



we have 3 different helpdesks and none want to see the others calls, but they need to be able to

transfer calls between the 3, with multicompany is this possible??



Thanks

[eisefr]

I did that in the last few weeks.



We are working with 3 callcenters too. The only different is.. thos 3 callcenters are allowed to see the calls from each other..



But with that way how i did it it should be now problem to control that too.





I wrote a little documentation. Would it be ok for you when i would post it in German language?

[eisefr]

wow.. i was really in a rush just now...



LOL



Its funny english.. :smile:

I hope you understand what i wrote... sorry.. :smile

[thomast]

So you have it in English????



If you could post it..

Thanks

[harn145]

Multi-Company is intended for a n-to-1 relationship of supported companies and support organisation, so it doesn't go into the ability to support multiple - more or less unrelated - support desks.



I have implemented "mulit-support" several different ways, all based on the detailled requirements. The easiest way (and defendable based on ITIL - as long as it is 1 overall company) is to introduce logical dataseperation through workflow control (I lovee business talk). This means that by defaults in the system, users are not confronted with information from other groups, but they have the ability to do so. It encorporates "horizontal profiles" - so anyone with the same role can do the same things, regardsless of their organisation.



Last time the explaination and discussion took 3.5 hours, so not easilly written down. If you are stil concidering your options, try to define the requirements and the expected development of the organisation first. All solutions have drawbacks, and have different maintenance requirements. A fully locked-down environement, using mandanten etc. will require high-maintenance, the logical seperation requires hardly any additional maintenance.



Hope this helps,

regards,



Jos

[TOMPASOD]

Hi!

We have 3 call centers that uses call and incident mgmt. We have 10 support groups that only uses incident mgmt initiated from thoose 3 call centers, they can also open incidents by them selves to track their own work. The call centers are placed in one coutry but some of the supporting groups are world-wide.

I now consider if I might start using the multiple companies since we are going world-wide with the system, with a possible call center in each country, possible 13 countries. There are no security issues to see each others cases, I just want to try to limit the amount of assignment groups and to have a structure to be able to administer the system easily.

Does anyone have a similar setup?
Do you know any good documentation or recommendation, since we today have multicompany set to false.

Thx in advance :wink: !

//Tommy