Re: [otrs] Custom field

15 Feb 2013

      We can use CustomerID by overwriting it (replacing the email address with
the phone number).

However, the optimal solution would be to do the follow (and the question
is if and how to achieve this)

1. Do NOT have OTRS automatically fill in the customerID field with the
email address of the sender

2. Modify the REPLY FORM to include the field CustomerID

3. Make the CustomerID field mandatory in the REPLY FORM so that it's not
possible to send the reply until this has been filled in.

Is it possible to modify the REPLAY FORM that the agents are using?

2013/2/14 Gerald Young 
...
Also, I of course mean "left hand side" (under the search box) for
Customer.
On Thu, Feb 14, 2013 at 8:38 AM, Gerald Young  wrote:
...
"this is automatically populated ..." when the customer's email doesn't
exist/is invalid in your customer list. If you assign a CustomerID, it wins.
But, if that isn't good enough:
The customer information GUI through OTRS relies on the listing of Map
for CustomerUser for the Customer Source chosen on the right hand side to
look up the customer.
If your CustomerUser source is the CRM itself (why is this not a good
idea?), you can Map any available fields.
If the CustomerUser is local/otrs database and you need a new field not
referenced, you will need to extend the schema (alter table) to include the
field, then reference that field in the Map.
If the CustomerUser source is, for instance, LDAP/Active Directory, you
can use any relevant attribute in the Map.
http://forums.otterhub.org/viewtopic.php?f=60&t=7787
The Map has entries that look like this:
            # var, frontend, storage, shown (1=always,2=lite), required,
storage-type, http-link, readonly, http-link-target
            [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var',
'', 0 ],
"UserSalutation" (UserMyField) is how OTRS will reference the field in
Replies, Responses, etc.
"Salutation" (My Label) is what label displays in a form for this field.
'salutation' (my_field) is the fieldname or attribute for the back
end/database/ldap (key)
1 is for when it is shown (almost always 1)
0 is whether the field is required
'var' is an arbitrary value that, as long as it's not "int" means "string"
'' (double apostrophes) is a field that holds a URL that encapsulates
this field (see the link)
0 is whether the field is read-only (This can't be used to override the
readonly of the source backend.)
not shown, but the http-link-target is if you want to use, for instance,
"_blank" to pop up the link.
On Thu, Feb 14, 2013 at 6:12 AM, Jean BROW  wrote:
...
We are working on linking an external CRM system to OTRS tickets. We
were planning to use CUSTOMERID as the link field but this is automatically
populated with the email address of the customer who submitted the ticket.
Therefore we need to create a CUSTOM FIELD in OTRS that our customer
service agents can populate with information (specifically the phone number
of the customer) which we will then use to link to our CRM system.
How, step by step, can I create a custom field in OTRS?
Thanks in advance.
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