[otrs] Questions/issues about OTRS 2.2.6

[Poe Chen]

Hi, all,

I have just installed OTRS 2.2.6 and did some configurations/customization
with it.

Few issues/questions I have with OTRS:

-How to create customer automatically through the email ticket?

I've searched the mail archive and the closest one I can found is:
http://www.mail-archive.com/otrs@otrs.org/msg03045.html

And it seems the function isn't implemented in 2.2 yet since when I click on
"Zoom" (not AgentZoom....) it doesn't give you the option.  And if I click
on "Customer", it only sets the ticket's customer's ID, not adding a new
customer into the database.  Any ways to automatically extract the
information of the email ticket and create the customer in the database?

-Address book contains only customer's info?

It looks like the address book doesn't contain any agents' info.  How can I
CC/BCC info to a particular agent using address book?

-Any detail documentations about GenericAgent/SysConfig configuration and
OTRS variables?  Where to find more documentations?

Is there any more documentations about GenericAgent/SysConfig?  Specially
SysConfig, it looks like you can customize your OTRS install pretty easily
through it, no need to modify the source code.  Also, a lot of OTRS related
variables are in SysConfig (like OTRS_USERLOGIN/OTRS_USERFIRSTNAME, etc),
where I can find a complete list of all the OTRS predefined variables?

Thanks in advance,


Poe
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