Elva -
Hmm, so that brings up another question then. (Thanks again for your help on this.)
How can I give my agents access to update customer and company information in case they are logging a ticket for a customer that has not yet been entered into the 'Customers' tab of OTRS (we're not connecting to an external customer DB)? It appears that by default, the Customers and Companies screens are only available to those with an 'admin' role. I tried to dig around, and it looks like I just need to open up AdminCustomerUser, so from Admin --> Sysconfig --> Framework --> Frontend::Admin::ModuleRegistration, I took a look at Frontend::Module###AdminCustomerUser, but the 'Group' already has both 'admin' and 'users'. Yet, those with 'user' permissions cannot access the Customers screen (they get an "Insufficient Rights: Message - No Permission to use this frontend module!" if they try to navigate to <host>/otrs/index.pl?Action=AdminCustomerUser;Nav=Agent).
Below is a screen capture of my settings for AdminCustomerUser... your help is much appreciated!
-Mark
[cid:image002.jpg@01CB92D7.2409D840]
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa
Sent: Thursday, December 02, 2010 12:45 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Company
Mark,
I don't think that you can make the CustomerID a drop-down in the new ticket screen, but this field is automatically filled when you select a customer, just as the customer information and history.
Regards,
Elva
On 12/2/2010 11:06 AM, Mark Shepard wrote:
Elva -
This helped tremendously - thank you very much. I now have a dropdown for "CustomerID" (which lists available Companies, as expected) when I create new Customers. That said, I noticed that the "CustomerID" field when creating a new ticket is still a free text field, not a dropdown. Is there any way I can enable all CustomerID fields to become Company dropdowns?
Thanks,
Mark
From: otrs-bounces@otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Elva Novoa
Sent: Thursday, November 18, 2010 3:56 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Company
Hi Mark,
Yes, in the you have to open the Defaults.pm and copy the sections that correspond to $Self->{CustomerUser} and $Self->{CustomerCompany}, paste them into the Config.pm and uncomment the line for customer company support (CustomerCompanySupport => 1,) in Config.pm and you are done!
I hope this helps :-)
Regards,
Elva
On 11/18/2010 3:49 PM, Mark Shepard wrote:
Elva -
Is there an option that must be set to have this dropdown displayed if I'm running v3.0.1? From Admin --> Customer Companies, I set up a few unique companies. If I then go to Admin --> Customers --> Add Customer, the "CustomerID" field is just a normal text entry field... not a dropdown. Thoughts?
Thanks,
Mark
From: otrs-bounces@otrs.org<mailto:otrs-bounces@otrs.org><mailto:otrs-bounces@otrs.org><mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares
Sent: Thursday, November 18, 2010 2:39 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Company
Thanks
I work with the version 2.4.7
But how i make the link between the company and the client.
Sorry but i don't find the option
--- El mié, 11/17/10, Elva Novoa <en@otrs.com><mailto:en@otrs.com><mailto:en@otrs.com><mailto:en@otrs.com> escribió:
De: Elva Novoa <en@otrs.com><mailto:en@otrs.com><mailto:en@otrs.com><mailto:en@otrs.com>
Asunto: Re: [otrs] Customer Company
A: "User questions and discussions about OTRS." <otrs@otrs.org><mailto:otrs@otrs.org><mailto:otrs@otrs.org><mailto:otrs@otrs.org>
Fecha: miércoles, 17 de noviembre de 2010, 01:15 pm
On 11/16/2010 1:51 PM, Jober Mijares wrote:
Then, maybe i'm confused but I thought that the function of the company client, is link several customers in just one company.
Hi Jober,
Actually you are right in the definition of Customer Company. You should
be able to create more than one customer with the same company, but you
need to add customer companies first. What version of OTRS are you
using? In OTRS 3.0.1, this field (CustomerID) was changed to be a
drop-down when you are adding a new customer, so that you can select a
company from the registered ones.
I hope this helps!
Regards,
Elva
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Elva María Novoa del Toro
Research & Development
OTRS Lab, S.A. de C.V.
Parque de Software, Módulo A1, Circuito Norte 100
Parque Industrial Zapotlan 2000
49000 Ciudad Guzmán, Jalisco
MEXICO
T: +52 33 4777 3861
I: www.otrs.com/<http://www.otrs.com/><http://www.otrs.com/><http://www.otrs.com/>
Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/
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--
Elva María Novoa del Toro
Research & Development
OTRS Lab, S.A. de C.V.
Parque de Software, Módulo A1, Circuito Norte 100
Parque Industrial Zapotlan 2000
49000 Ciudad Guzmán, Jalisco
MEXICO
T: +52 33 4777 3861
I: www.otrs.com/<http://www.otrs.com/>
Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/
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