Re: [otrs] Questions/issues about OTRS 2.2.6

2 Apr 2008


      Hi Poe,
...
Hi, all,
I have just installed OTRS 2.2.6 and did some 
configurations/customization with it.
Few issues/questions I have with OTRS:
-How to create customer automatically through the email ticket?
When you are creating a ticket manually, you can click the link customer 
in the new ticket (Phone/Email) screen. You will then receive a pop up, 
which is basically the admin section for the customer, after adding the 
new customer, you can then use the newly created customer data 
immediately in your new ticket.
...
I've searched the mail archive and the closest one I can found is:  
http://www.mail-archive.com/otrs@otrs.org/msg03045.html
And it seems the function isn't implemented in 2.2 yet since when I 
click on "Zoom" (not AgentZoom....) it doesn't give you the option.  
And if I click on "Customer", it only sets the ticket's customer's ID, 
not adding a new customer into the database.  Any ways to 
automatically extract the information of the email ticket and create 
the customer in the database?
This is not available at this time.
...
-Address book contains only customer's info?
It looks like the address book doesn't contain any agents' info.  How 
can I CC/BCC info to a particular agent using address book?
You can either add a second customer backend source which includes your 
system_user table as a reference. Search in the Defaults.pm for

    # CustomerUser
    # (customer user database backend and settings)
    $Self->{CustomerUser} = {
        Name   => 'Database Backend',
        Module => 'Kernel::System::CustomerUser::DB',
        Params => {
            # if you want to use an external database, add the
            # required settings
#            DSN => 'DBI:odbc:yourdsn',
#            DSN => 'DBI:mysql:database=customerdb;host=customerdbhost',
#            User => '',
#            Password => '',
            Table => 'customer_user',
[..]
Copy this all the way to 
[...]
        # default selections
        Selections => {

#            UserSalutation => {
#                'Mr.' => 'Mr.',
#                'Mrs.' => 'Mrs.',
#            },
        },
    };


    $Self->{CustomerUser} = {

this entry must be incrementally set so

    $Self->{CustomerUser1} = {
[..]

then
    $Self->{CustomerUser2} = {

Then you set the connection settings to use your system_user table to reference your agents. They will then appear in the address book :)
...
-Any detail documentations about GenericAgent/SysConfig configuration 
and OTRS variables?  Where to find more documentations?
http://doc.otrs.org/
...
Is there any more documentations about GenericAgent/SysConfig?  
Specially SysConfig, it looks like you can customize your OTRS install 
pretty easily through it, no need to modify the source code.  Also, a 
lot of OTRS related variables are in SysConfig (like 
OTRS_USERLOGIN/OTRS_USERFIRSTNAME, etc), where I can find a complete 
list of all the OTRS predefined variables?
Variables used, depends on where you want to use them in the system. 
Please have a look http://dev.otrs.org/


-- 
Shawn Beasley
((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
    Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
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