Hi Joe,
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Joseph Saracino Sent: donderdag 29 januari 2004 22:48 To: otrs@otrs.org Subject: [otrs] Easy-create new CustomerUser?
Feature Request/Suggestion: When getting a customer history (for example, by clicking on the CustomerID in the zoomed ticket view), it would be very useful if there was a link to auto-create a CustomerUser record if one didn't exist.
You are just a couple of weeks too early for me as I have a need for exactly this same functionality and are planning to build it myself in the coming weeks unless somebody else has already done this... :-). Maybe we can share some ideas and, if you have the time to wait for it, I'll be happy to share the code with you.
Some background: We're interested in grouping (and searching) our tickets by the company they originate from. Because there doesn't appear to be a way to search based on the Group, our current approach is to use a FreeTextKey/Value pair to designate the "Company" and "company name" in each ticket. In addition we use the "Comment" field in the Customer data to designate the company they are associated with. When a new ticket comes in from an existing CustomerUser, I've modifed NewTicket.pm to auto-fill in the appropriate Key/Value based on the "Comment" field in the CustomerUser record. Basically, we use the "Comment" field as a way to associate a CustomerUser w/ a company.
My policy is sort of the same. Only customers with whom I have a certain service level agreement get a code from me allowing them to send tickets directly by email. Others either need to call (in which case you need to go through the process of handling a new or existing customer manually anyway) or can post a call via the internet site. In the latter case the site sends a mail to OTRS containing all the information the (new) customer had to fill in on a form. As I have complete control over the format and contents of the form I am sure the new ticket (article) will contain the customer information in the exact format I want it to be. I use the Map table in the configuration file for that.
For new/unique email addresses, it's a bit cumbersome to go back to the admin interface and create a new CustomerUser record, when all the info we need is in there in the history page. It would be very helpful if there was a way to easy-create (or auto-create) a new CustomerUser at this point. I realize this may complicate some permissions issues, however, it seems like a logical addition to this page.
All tickets sent by mail or submitted from the internet site come in to the Postmaster queue. This queue is not accessible to agents, only to people acting as 'dispatcher'. These dispatchers will verify the ticket contents and if it is found to be correct (whatever that may mean of course :-) ) they can click a link in the AgentZoom view (to be added) that will create the customer record. Of course the dispatcher must have permission to create customers ($Self->{'Module::Permission'}->{'AdminCustomerUser'} in Kernel/Config.pm). Does this sound a bit about what you are looking for?
Or, is there another way to do what I'm trying to do?
Not that I know of but I may be missing something of course.
Thanks again for the kick-ass system :) Totally agree :-)
-- Joe
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Kind regards, Tom