Hi, On Thu, May 08, 2003 at 10:00:01AM +0400, Serg V Kravchenko wrote:
I'm planning to install otrs on our helpdesk site. But otrs lacks one very useful (for us) feature - grouping customers by organization & divisions.
for example,when helpdesk user gets call from customer he needs to quickly find this customer's login id (using organization-department-...-customer tree) to place ticket into system. And if this customer isn't accounted yet, there should be interface (started from "phone view") to create customer account, again using tree-like structure. Tree is needed becouse we have about 40000 users only in our organization, and it's very inconvenient to search them by name...
customer grouping: It's possible to group customers via customer-id (e. g. organisation) but not in tree-like structure. And of course you can search customers in phone view by customer-id (or other attributes/configurable). It's also possible to allow the agent to add new customer by adding $Self->{'Module::Permission'}->{'AdminCustomerUser'} = 'users'; to the Kernel/Config.pm and adding a http link (a href ="...?Action=AdminCustomerUser) to the Kernel/Output/HTML/Standard/AgentPhoneNew.dtl template.
Well, if you are planning on implementing such feature - it's great, we'll waiting. If not, we will develop it by ourselves, but then how we should syncronize our development with yours ? Also some guidance will be useful - I'm not happy about reading and understanding all your code...
Customer grouping in tree-like structure is not on the todo list. your really need it? Or is grouping by customer-id also ok? Anyway, if your code is ok, you can get an cvs account. .-) -=> I'm working on dev documentation. PS: I don't know what version do you use, but the customer integration is much better in OTRS 1.1. What is you customer source (sql database, ldap, ...)?
Serg V.Kravchenko, RosGosStrah, Department of Information Technologies Chief of the Software Support division
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.