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. ---------------------------- 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 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 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 dev@otrs.org. Do so at http://lists.otrs.org/cgi-bin/listinfo/dev. Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/