[otrs] Customisation

[Peter van Beugen]

You can always "search" all tickets (in all queues with minimum RO
rights on the queues) locked or not-locked


-----Oorspronkelijk bericht-----
Van: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] Namens Chris
Watt
Verzonden: woensdag 18 april 2007 5:39
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] Customisation

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
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