Hi Ralph, On Mon, Sep 23, 2002 at 03:17:41PM +0200, Ralph M?ller wrote:
exactly that information I was searching for. Now things became clearer to me. By the way, would it be possible to use the X-OTRS Headers to pass arbitrary customer related data to the system, for example phone-number and so on. If yes, what is to do to see these information in the ticket-view?
You can do this with "X-OTRS-TicketKey", "X-OTRS-TicketValue", "X-OTRS-ArticleKey" and "X-OTRS-ArticleValue". X-OTRS-Ticket -=> Tags to a ticket. Maybe contract id, contract name, product name, product-code, ... X-OTRS-Article -=> Tags to an article. Maybe infos about the sender, used mail agent, ... How? -=> http://lists.otrs.org/pipermail/otrs/2002-September/000261.html Of course you have to write your own procmail rules to generate your X-OTRS-TicketKey1 and X-OTRS-TicketValue1 headers. And your own cmd programs to do some lookups in an external database. IMO I would use an html link for customer infos like phone-number, fax-number, address... I mean, set just the CustomerID (via procmail, external lookup and X-OTRS-CustomerNo) and add an html link (Kernel/Output/HTML/Standard/TicketView.dtl and Kernel/Output/HTML/Standard/TicketZoom.dtl) to an external html-customer-db frontend. So you have always the current address of your customer.
By Ralph
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972