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 <nevilchandran@gmail.com> wrote:
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
<OTRS_HOME>/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 <OTRS_HOME>/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
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