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