if you use LDAP for customer backend database, the better choice should be freetext.
otherwise should be extend customer DB.
to refer to http://doc.otrs.org/2.3/en/html/x1638.html

On Fri, May 15, 2009 at 8:54 AM, Jeffery Chen Fan <jeffery9@gmail.com> wrote:
there have 2 solution
1, extend customer DB
2, use freetext.

the easy way is use freetext, but you  need to type the location every time when create the ticket.

set TicketFreeKey1 = location
set TicketFreeText1= null or fill it with all the location for your customer.


set the key1 = 1 or 2.


set the key1 = 1 or 2.

so that, when you create a new ticket, you should see the location fields in the new ticket form.
and select the location from the list if you have set TicketFreeText1 with any possible locations of your customers. or just to type the location.


On Thu, May 14, 2009 at 10:32 PM, LQ Marshall <qmarshall@inetspace.net> wrote:
Try looking at...
 
 
 

On Wed, May 13, 2009 at 11:03 PM, <patrick.dillon@aleris.com> wrote:

Hello all,

Is there a way to add the Customer Location to the primary queue view,
preferably in the right frame directly under the CustomerID field?   This
would help the technicians that monitor a generic queue to more quickly
determine who should assume responsibility for a ticket.

Thanks very much for any help,

Patrick Dillon
Manager, IT Shared Services
Aleris International Inc.

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Jeffery
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Jeffery
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