Your queues shouldn't (in my opinion) be customer based. They should be
agent or department based.
I realize that's a matter of contention, but if you configure OTRS for the
types of requests and who will handle them, rather than who is asking,
you'll find you won't have this type of question to ask.
Now, if you have certain agents handling certain customers, that's a
different matter, and one where customer queues may make sense.
The reason I say this is that you don't need the customer to tell you or
OTRS who they are by what queue they select. Change your search default to
ask for CustomerID and free text.
I'm constantly using the search for a specific CustomerID. All the contacts
for a given Company have the same CustomerID. I can report on that.
Again, this is my opinion, and i respect that you have a different view.
On Tue, Jun 26, 2012 at 9:46 AM, nevil chandran
Thanks Renee ..Thanks for understanding my requirement . i have differnet customers and i am panning to have with different queues .
On Tue, Jun 26, 2012 at 7:01 PM, Renée Bäcker < mailinglisten@renee-baecker.de> wrote:
On 26.06.2012 15:21, Susan Dittmar wrote:
I cannot help you, Nevil, as we are not using the customer access at
all.
But I disagree with Johannes. I can imagine quite some applications of otrs with *only* agents active, either without any customer access (other than for example mail), or even with only internal customers, where you do not need the custom view. So whether otrs can help you with your workflow, Nevil, depends on your application, not just on whether there's more than one person using the customer access.
It's not about the customer portal, but the "customer" field in the ticket mask.
@Nevil: So, you have one customer per queue? or is it one customer in whole OTRS?
Then you need to configure what customer belongs to what queue (you can do that with a new option in the SysConfig). Then you have to edit the template for the (email?) ticket mask. This template is located in
/Kernel/Output/HTML/Standard/AgentTicketEmail.dtl . Just delete the label and divs that belong to the field you do not need. The last step is to edit
/Kernel/Modules/AgentTicketEmail.pm. Delete all checks if the customer is set. Right before the ticket is created, you have to get the customer for the chose queue from SysConfig and pass that value to TicketCreate. For Fields that are not mandatory, you can just delete the fields in the template and the checks in the module.
I would recommend to create an add-on for those changes. That makes your life easier when it comes to upgrades of OTRS.
- Renée --------------------------------------------------------------------- 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
--------------------------------------------------------------------- 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