[otrs] Customisation

[Chris Watt]

Hi Guys,

Are there any guides for customisation when it comes to adding new
fields?  I want to add some fields like Phone Number and so on to the
customer addition form in the Agent view (the bit where they can add a
new customer).  I want to be able to set it up so it is easy to get
the customers phone number when you go into phone call mode.

Also, how do I allow managers to see tickets even when they are locked
to a consultant?  I want to be able to get to tickets that are locked
in cases where customers complain, etc.

Cheers!
~Chris