RE: [otrs] Feature Request: global replace of updated customer email

I would propose a new separate "Ticket Management" screen in the Admin section, under the 'Misc' column.

There you could run standard search and replace options.

This might also be a good place to implement the GUI side of the Generic-Agent I know you've been thinking about. :-)

I see what you mean, when you say that it's not always the email address.

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As an example of this: I change the email address of a customer. Then I find his/her one open ticket. I update the customer information fine. Then I click on 'Empty Reply'. For some reason, the "To:" field is still populated with the old email address.

Must be that the email info is stored somewhere else as well.

I think there is a pretty big discrepancy between the database skill set required to write meaningful SQL queries and the needs of the OTRS user community at large. (Of course, this might very well just reflect my lack of knowledge in the db area....)

Just my $.02

*********************************

Jake Covert

Infrastructure Analyst

Electronic Data Systems

PSIC Support Group

(586) 986-9698 Work

(586) 518-3859 Pager

http://www.eds.com

*********************************

-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl
Sent: Wednesday, March 24, 2004 7:28 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Feature Request: global replace of updated customer email

On Wednesday, March 24, 2004 8:54 PM

Covert, Jake <jake.covert@eds.com> wrote:

> So the feature request is this: Is there any way you could have the

> system automatically update the customer information of their tickets

> if I change their email address?

Yes, this would be a desirable feature, although (or esp.) as it were

easly managable with a few SQL statements, I believe. Any concrete ideas

on how to implement it directly? Remember, it's not always the email

adress that's the key, though that mustn't mean it were impossible. Just

a point to think of.

If this discussion were to continue, I'd kindly suggest we switch away

from otrs@ - this simply isn't the right place. Please subscirbe to