Hi all,
we've been working with OTRS with great success, the ticket system
really helps.
To connect OTRS with g*Sales, our management-system, I configured a
CustomerUserBackend in the Config.pm, which also works great - with one
minor bug:
We store the customer information in a MySQL-table, together with the
gender (column gender tinyint(1)), and use a mapping in the scripts:
0 => male, salutation "Herr",
1 => female, salutation "Frau"
This Map is also configured in OTRS (Config.pm):
===
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite),
required, storage-type, http-link, readonly
[ 'UserSalutation', 'Anrede', 'gender', 0, 0,
'int', '', 1 ],
[ 'UserCustomerID', 'CustomerID', 'knr', 1, 1,
'var', '', 1 ],
[ 'UserCompany', 'Firma', 'firma', 1, 1,
'var', '', 1 ],
[ 'UserLastname', 'Name', 'name', 1, 1,
'var', '', 1 ],
[ 'UserLogin', 'Username', 'knr', 0, 1,
'var', '', 1 ],
[ 'UserPassword', 'Password', 'passw', 0, 1,
'var', '', 1 ],
[ 'UserPhone', 'Telefon', 'telefon', 1, 0,
'var', '', 1 ],
[ 'UserEmail', 'eMail', 'email', 2, 1,
'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}',
1 ],
[ 'UserComment', 'Comment', 'kommentar', 1, 0,
'var', '', 1 ],
[ 'ValidID', 'Valid', 'status', 0, 1,
'int', '', 1 ],
],
# default selections
Selections => {
UserSalutation => {
'0' => 'Herr',
'1' => 'Frau',
},
},
====
The "Selections" are also configured as shown above.
In OTRS, I changed the default salutation to make use of