
On Oct 11, 2012, at 9:21 AM, Adrià García-Alzórriz
Hi there,
I'm interested in adding more fields in Customer details. It can be possible with OTRS? I think that Dynamic Fields are available only in Tickets or Articles.
Yes, this is possible. Add as much fields as needed in the mapping definition for the customer source.
I try to keep helpdesk offers support if a customer didn't pay his previous bill, so a *visible* message (such pop-up, custom HTML) would be great.
You can solve this issue with some Javascript which looks for a specific field defined in the customer field mapping.
Disabling customers or add text comments into customer's profile are insufficient for us beacause in first case the agent can't find the customer when opens a phone ticket; in the second one, if customer creates a ticket via mail it can be difficult to notice these kind of administrative messages.
One idea for incoming tickets via e-mail could be a customization which checks the customer's account details and add an note, decrease priority or whatever. -Roy -- Roy Kaldung e-mail: roy@kaldung.com