Hello everydoby, My company decided to use OTRS. We need some special features, for example we have support contacts with a limited number of calls. Basically, I think to create col in the customer table, and another table to have the history of the tickets. And modify the OTRS code to decrement the usable calls when successfully closing a ticket for these customers. But I'd like to be able to easyli upgrade OTRS when a newer version will be released. What's the right way ? Regards, Stéphane DAGUET MB2I 5, avenue du Pré Félin 74940 Annecy le vieux FRANCE http://www.mb2i.fr Tel: +33 (0) 450 64 05 51 Fax: +33 (0) 450 64 12 36 Mob: +33 (0) 630 37 35 17 Mail: s.daguet@mb2i.fr
Hi Stéphane, On Thu, Jul 08, 2004 at 03:58:54PM +0200, Stephane DAGUET wrote:
My company decided to use OTRS. We need some special features, for example we have support contacts with a limited number of calls. Basically, I think to create col in the customer table, and another table to have the history of the tickets. And modify the OTRS code to decrement the usable calls when successfully closing a ticket for these customers.
But I'd like to be able to easyli upgrade OTRS when a newer version will be released. What's the right way
The customer table is independent from OTRS. You may also want to create your own customer-user-backend module (based on Kernel/System/CustomerUser/DB.pm) which can also show the contract info of the customer. And the open/used tickets. So you have the agent frontend finished. You just need to add a new Postmaster Module to control the new created tickets and reject ticket over the contract limit. Anyway, if you need assistance (fast), contact ((otrs.de)). Thanks for your help!
Stéphane DAGUET
MB2I 5, avenue du Pré Félin 74940 Annecy le vieux FRANCE
Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
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Martin Edenhofer -
Stephane DAGUET