[otrs] CustomerIDs field size / Company Tickets

[Theuns Smuts]

Hi

We need to have one manager see other's users tickets under "Company
Tickets" in the Customer interface.  This was set up based on the good
examples in the documentation by adding a field to the customer_users table
and by adding the data below to the Config.pm file.

This works well but we now have a problem because the CustomerID's field
will only allow 60 charaters to be added. E.g. users is numbered
[CustomerID] ZXY001.1, ZXY001.2 etc.  The manager's CustomerIDs field will
then look like this "ZXC001.1;ZXC001.2;ZXC001.3" - allowing him to see the
tickets created by ZXC001.1 and ZXC001.2 and ZXC001.3.

I have already tested and know that I can add more than 60 characters to the
database field customer_users.customer_ids. BUT I cannot add more than 60
characters to this field via the user interface AND OTRS will not display
the tickets of all users added via the direct to database field way.

Can someone please point me in the correct direction?

######from Config.pm################

# CustomerUser
    # (customer user database backend and settings)
    $Self->{CustomerUser} = {
        Name => 'Database Backend',
        Module => 'Kernel::System::CustomerUser::DB',
        Params => {
            # if you want to use an external database, add the
            # required settings
#            DSN => 'DBI:odbc:yourdsn',
#            DSN => 'DBI:mysql:database=customerdb;host=customerdbhost',
#            User => '',
#            Password => '',
            Table => 'customer_user',
        },
        # customer uniq id
        CustomerKey => 'login',
        # customer #
        CustomerID => 'customer_id',
        CustomerValid => 'valid_id',
        CustomerUserListFields => ['first_name', 'last_name', 'email'],
#        CustomerUserListFields => ['login', 'first_name', 'last_name',
'customer_id', 'email'],
        CustomerUserSearchFields => ['login', 'last_name', 'customer_id'],
        CustomerUserSearchPrefix => '',
        CustomerUserSearchSuffix => '*',
        CustomerUserSearchListLimit => 250,
        CustomerUserPostMasterSearchFields => ['email'],
        CustomerUserNameFields => ['salutation', 'first_name', 'last_name'],
        CustomerUserEmailUniqCheck => 1,
#        # show now own tickets in customer panel, CompanyTickets
#        CustomerUserExcludePrimaryCustomerID => 0,
#        # generate auto logins
#        AutoLoginCreation => 0,
#        AutoLoginCreationPrefix => 'auto',
#        # admin can change customer preferences
#        AdminSetPreferences => 1,
#        # just a read only source
#        ReadOnly => 1,
        Map => [
            # note: Login, Email and CustomerID needed!
            # var, frontend, storage, shown (1=always,2=lite), required,
storage-type, http-link, readonly
            [ 'UserSalutation', 'Salutation', 'salutation',  1, 0, 'var',
'', 0 ],
            [ 'UserFirstname',  'Firstname',  'first_name',  1, 1, 'var',
'', 0 ],
            [ 'UserLastname',   'Lastname',   'last_name',   1, 1, 'var',
'', 0 ],
            [ 'UserLogin',      'Username',   'login',       1, 1, 'var',
'', 0 ],
            [ 'UserPassword',   'Password',   'pw',          0, 1, 'var',
'', 0 ],
            [ 'UserEmail',      'Email',      'email',       0, 1, 'var',
'', 0 ],
#            [ 'UserEmail',      'Email', 'email',           1, 1, 'var',
'$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"Ti
cketID"}&ArticleID=$Data{"ArticleID"}', 0 ],
            [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var',
'', 0 ],
            [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var',
'', 0 ],
            [ 'UserComment',     'Comment',   'comments',    1, 0, 'var',
'', 0 ],
            [ 'ValidID',         'Valid',     'valid_id',    0, 1, 'int',
'', 0 ],
        ],
        # default selections
        Selections => {
#            UserSalutation => {
#                'Mr.' => 'Mr.',
#                'Mrs.' => 'Mrs.',
#            },
        },
    };

 

Theuns Smuts
www.itblue.co.za
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