Zammad 5.2 introduced the concept of Secondary Organizations (New Release: Zammad 5.2) and this solves a number of problems for tickets that are reported by 3rd parties (not the actual organization having the issue). Examples are IT/MSP groups, Resellers/Partners etc.
The current solution is limited to only offering the Secondary Organization on the Web Channel, and only when a ticket is created.
We would like to see this extended to where the Secondary Organization can be edited like any other ticket attribute. That would allow for setting this after ticket creation, especially when tickets come in via Email Channel.
When edited we envision the ticket moves to the Secondary organization, while retaining other information associated with the requestor.
We can do this in an ‘ugly’ way now, by splitting the ticket, assigning the right secondary organization and closing the original ticket.
Thank you - unfortunately I do not see the option to change the Secondary Org in that view.
My understanding (which could be wrong) is the Organization is taken from the Customer of the ticket. Since the Customer was Organization X, that is what shows and cannot be changed.
I can change the Customer to a new Customer, but this defaults to change the Customer to their ‘Primary’ Organization. There is no facility to then select the seconday organization, as there is when creating a ticket from WebChannel.
One possible solution would be to do it in this way → Change Customer, select Customer, then optionally set Secondary Organization
