Hi, I have managed to get OTRS talking to our CRM system using a table view. From this, we can pull relevant user information. I have two problems, neither of wich are show-stoppers :) When a ticket is created, either through an incoming email or the "Ticket-Email" module, the customer details are not immediately visible. I need to use the 'AgentTicketCustomer' function to search on the email address that has been picked up to get it to display the customer details. Similarly, in "AgentTicketEmail", the Customer Info block on the right hand side of the ticket does not get updated. We have a secondary Customer Database using Active Directory, and this updates fine automatically. Secondly, the database has a unique numeric identifier for each customer contact which is ideal to use as an internal customer ID. This number is completely meaningless to our agents, so I would like to be able to hide this in the web UI. However, I cannot seem to do this in the 'AdminCustomerUser' screen, I always end up with a column containing the number. It would also be nice to display a customer's name instead of the numeric ID when viewing ticket queues. I have tried playing with the dtl files but can't seem to work the correct magic. Is there any way fo getting a list of available variable substitutions for a dtl? My CustomerUser definition is below. Am I doing something wrong, or am I asking something that OTRS does not do (if so, can someone point me in the direction of where in the code I can prod and poke to make it do this please?) Thanks in Advance, Dave ----------------------------- $Self->{CustomerUser} = { Name => 'Database', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:ODBC:OTRS', User => 'otrsuser', Password => '********', Table => 'otrs_customers', Type => 'mssql' }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'email', CustomerUserListFields => ['company_name', 'first_name', 'last_name', 'email'], CustomerUserSearchFields => ['first_name', 'last_name', 'email', 'company_name', 'full_name', 'uid'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['first_name','last_name'], AdminSetPreferences => 0, CustomerUserExcludePrimaryCustomerID => 0, # just a read only source ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 1 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 0, 'var', '', 1 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 0, 'var', '', 1 ], [ 'UserEmail', 'Email', 'email', 1, 0, 'var', '', 1 ], [ 'UserCustomerID', 'CustomerID', 'uid', 0, 0, 'var', '', 1 ], [ 'UserLogin', 'CustomerLogin', 'email', 0, 0, 'var', '', 1 ], [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 1 ], [ 'UserComment', 'Company', 'company_name', 1, 0, 'var', '', 1 ], ], }; ------------------------------ ----------------------------------------------- Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk Any opinions expressed in this message are those of the individual and not necessarily the company. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited. Sapphire Technologies Ltd Registered office is Globe House, Station Street, Stockton-on-Tees, Cleveland TS20 2AB Registered in England No. 3183935. VAT Reg. No. 664 8748 81 http://www.sapphire.net