July 2011 - otrs - OTRS mailing lists

[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, en(a)otrs.com wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 04:36 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:27 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:27 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #1565] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, jos(a)xos.nl wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 04:27 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:27 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:13 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:13 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:13 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 04:08 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 04:08 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Thanks for these useful precisions. One last question : how to assign default groups based on the LDAP datasource ? I'd like customer from LDAP(A) to be part of group (A) and those of LDAP(B) to be part of group (B). Thanks again, Ionel ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: Hi Ionel, Answering your questions: How is it linked when using an LDAP Customer source ? ---> The company feature is only used for database backends and you have 2 tables for this: customer_user and customer_company. In LDAP, normally all data is in one backend, so there is no need to link it because everything is in the same place. How to assigne the company in the LDAP configuration ? ---> We only use the company feature if the customer data is stored in the OTRS Database and will be mantained via OTRS. If you already have customer data, like LDAP or an external database, then it will be used as a flat table. ------ On Jul 02, 2011 @ 03:40 pm, ionel.gardais(a)tech-advantage.com wrote: Hi Elva, How is it linked when using an LDAP Customer source ? How to assigne the company in the LDAP configuration ? Thanks, Ionel Le 17 nov. 2010 à 18:15, Elva Novoa a écrit : > ------ On Jul 02, 2011 @ 03:40 pm, en(a)otrs.com wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, jos(a)xos.nl wrote: No Comment ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1565

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[Ticket #2281] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:36 pm, ronnamijares(a)yahoo.com wrote: Hi! I have a question: What's the real function of the option Customer Company?, because i tried to created more than one customer in only one company, but a received this message: : Duplicate entry 'OnTop Inc.' for key 1, SQL: 'INSERT INTO customer_company ( customer_id, name, street, zip, city, country, url, comments, valid_id, create_time, create_by, change_time, change_by) VALUES ( 'jluis(a)cnti.gob.ve', 'OnTop Inc.', 'La Hoyada', '1010', 'Caracas', 'Venezuela', 'www.mcti.gob.ve', 'mcti', 1, current_timestamp, 7, current_timestamp, 7)' Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Thanks! ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2281

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[Ticket #2157] What's the difference between editting config.pm or the Sysconfig in the a...
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, erik.van.ast(a)suzohapp.nl wrote: Hi all, I still have problems configuring LDAP with OTRS (all my AD members are now "customer" and I want only members of an AD group to be able to log in as customer) and now I found that many settings can be configured through the Sysconfig when I log on as OTRS Admin. When I change these settings however I see nothing changed in the config.pm. Are those settings saved elsewhere and which settings are most important (which setting overrule the other?) the config.pm settings or the settings configured in the Sysconfig part?? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik --------------------------------------------------------------------- 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 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2157

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[Ticket #2155] Ading a feild in customer info
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, shrikant.k1986(a)gmail.com wrote: Hello all guys i wanted to add a new feild of phone number in customer info module so taht all the agents can see the number and call them . regard shrikant ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2155

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[Ticket #2153] Upgrade planning for packages from 2.4 to 3.0
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, john.smits(a)bibliotheeknieuwegein.nl wrote: Hi all, Are there any planning details available for the transition of existing packages for OTRS from 2.4 to 3.0? We are especially interested in the FAQ package, but there were other packages in the 2.4 list that caught our attention. :-) Kind regards, John Smits Dit emailbericht is slechts bestemd voor de (rechts)persoon aan wie het is gericht en kan informatie bevatten die persoonlijk of vertrouwelijk is en niet openbaar mag worden gemaakt krachtens wet- of regelgeving of overeenkomst. Indien een ander dan geadresseerde dit emailbericht ontvangt of anderszins in handen krijgt, is hij niet gerechtigd tot kennisneming, verspreiding, openbaar maken of vermenigvuldigen daarvan. Hij wordt verzocht de Bibliotheek Nieuwegein onmiddellijk telefonisch of middels email op de hoogte te stellen en het emailbericht te vernietigen. De Bibliotheek Nieuwegein is te bereiken op www.bibliotheeknieuwegein.nl en/of info(a)bibliotheeknieuwegein.nl. De Bibliotheek Nieuwegein staat niet in voor de juiste en volledige overbrenging van de inhoud van een verzonden email, noch voor tijdige ontvangst daarvan. ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/2153

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[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ==Ticket History== On Jul 02, 2011 @ 04:09 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- 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 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

1 0

[Ticket #1571] Customer Company
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ==Ticket History== On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 04:08 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:46 pm, en(a)otrs.com wrote: Mark, The problem is that your "users" group only has ro (read only) permission. If you want your agents defined in the users group to be able to register new customers and companies, just delete the entry "users" from the "Group ro". I attached a part of your same screen shot, highlighting the part your should remove. Regards, Elva ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Attachment: ------ On Jul 02, 2011 @ 03:42 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Hmm, so that brings up another question then. (Thanks again for your help on this.) How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent). Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated! -Mark [cid:image002.jpg@01CB92D7.2409D840] From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, December 02, 2010 12:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Mark, I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa Sent: Thursday, November 18, 2010 3:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: Hi Mark, Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done! I hope this helps :-) Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, en(a)otrs.com wrote: In the admin area go to Customer Company and add a new one (remember the CustomerID), after that you can modify your existing customers or create new ones, and associate them with that company by having the same entry in the CustomerID. Regards, Elva ------ On Jul 02, 2011 @ 03:41 pm, mark.shepard(a)canoe-ventures.com wrote: Elva - Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts? Thanks, Mark From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Thursday, November 18, 2010 2:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer Company Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm ------ On Jul 02, 2011 @ 03:40 pm, ronnamijares(a)yahoo.com wrote: Thanks I work with the version 2.4.7 But how i make the link between the company and the client. Sorry but i don't find the option --- El mié, 11/17/10, Elva Novoa <en(a)otrs.com> escribió: De: Elva Novoa <en(a)otrs.com> Asunto: Re: [otrs] Customer Company A: "User questions and discussions about OTRS." <otrs(a)otrs.org> Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm On 11/16/2010 1:51 PM, Jober Mijares wrote: > Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company. Hi Jober, Actually you are right in the definition of Customer Company. You should be able to create more than one customer with the same company, but you need to add customer companies first. What version of OTRS are you using? In OTRS 3.0.1, this field (CustomerID) was changed to be a drop-down when you are adding a new customer, so that you can select a company from the registered ones. I hope this helps! Regards, Elva --------------------------------------------------------------------- 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 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1571

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[Ticket #1588] hide agent email address from customer view
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, crythias(a)gmail.com wrote: Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher <dma+otrs(a)witbe.net<dma%2Botrs(a)witbe.net> > wrote: > ==Ticket History== On Jul 02, 2011 @ 04:09 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, crythias(a)gmail.com wrote: Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher <dma+otrs(a)witbe.net<dma%2Botrs(a)witbe.net> > wrote: > ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: On 09/14/2010 02:20 PM, Daniel Maher wrote: > On 09/14/2010 01:45 PM, "LQ Marshall" wrote: > >>> I don't suppose anybody has any > ideas on how to go about hiding > >> email addresses from the > customers in customer.pl ? >>> >>> Thank you. >> >> Don't know what you are talking about? Don't have any point where a >> customer can view an agents email address. Only thing available in the >> basic setup is the queue email address. >> >> Where have you configured the agents email causing them to be displayed? > > I haven't purposefully configured that as an option anywhere ; this is a > vanilla installation of OTRS 2.4.7, and nothing beyond the > authentication mechanism (LDAP) and queue name has been configured. > > Please see the following screenshot where i have highlighted each > instance of the agent email address being revealed to the customer. > > http://imgur.com/Ik3Jt.png I apologise for reviving such an old thread, but I am curious to know if anybody has an answer for this question ? To summarize (again) : How can I hide the agent email addresses from view in customer.pl ? Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince --------------------------------------------------------------------- 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 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1588

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[Ticket #1588] hide agent email address from customer view
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 04:09 pm, dma+otrs(a)witbe.net wrote: No Comment ==Ticket History== On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, crythias(a)gmail.com wrote: Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; and the same in CustomerTicketMessage.m CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>"; On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher <dma+otrs(a)witbe.net<dma%2Botrs(a)witbe.net> > wrote: > ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: No Comment ------ On Jul 02, 2011 @ 03:41 pm, dma+otrs(a)witbe.net wrote: On 09/14/2010 02:20 PM, Daniel Maher wrote: > On 09/14/2010 01:45 PM, "LQ Marshall" wrote: > >>> I don't suppose anybody has any > ideas on how to go about hiding > >> email addresses from the > customers in customer.pl ? >>> >>> Thank you. >> >> Don't know what you are talking about? Don't have any point where a >> customer can view an agents email address. Only thing available in the >> basic setup is the queue email address. >> >> Where have you configured the agents email causing them to be displayed? > > I haven't purposefully configured that as an option anywhere ; this is a > vanilla installation of OTRS 2.4.7, and nothing beyond the > authentication mechanism (LDAP) and queue name has been configured. > > Please see the following screenshot where i have highlighted each > instance of the agent email address being revealed to the customer. > > http://imgur.com/Ik3Jt.png I apologise for reviving such an old thread, but I am curious to know if anybody has an answer for this question ? To summarize (again) : How can I hide the agent email addresses from view in customer.pl ? Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince --------------------------------------------------------------------- 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 ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/1588

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