Re: [otrs] some propositions to make things better :)

28 May 2004

      On Tuesday, May 25, 2004 5:00 PM
Andrej Bazovkin  wrote:
...
1) it'll be better to have a possibility to store contact phone
numbers for every customer user
Switch to LDAP and use the CustomerUser mappings:

    $Self->{CustomerUser} = {
[...]
    Map => [
        # note: Login, Email and CustomerID needed!
        # var, frontend, storage, shown, required, storage-type
        [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
        [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
        [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
        [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ],
        [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
        [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
        [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
        [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
        [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
    ],
    };

You may map more and other attributes there, such as a 'room' or
'OfficeLocation'.

Btw, you need not necessarily switch to LDAP. There is a possibility to
use an outside SQL-driven database (even on another server) as basis.
Then you could add more attributes as wanted to that database without
spoiling the structure of the OTRS database.
...
2) As I know it is effective to use the customer_ID field as
customer's organization identifier. May be it's possible to make
separate table for organizations and so to make a customer_ID field
on the customer properties page a combo-box with the list of stored
organizations?
It were possible -eip-, though it is to be ranking low, I suppose.
...
3) Imagine such a situation: an agent gets a phone call from our
customer which is not in DB yet (it's impossible to put all our
customers to DB at one time). AFAIK an agent should put that customer
to DB first, and besides all it's necessary to inquire his e-mail
even if it never be used in future. What can you advice me to
simplify this step (adding a customer to DB while he/she on the
phone) and so to make it appreciably faster?
It's a simple advice: The customer need not be in the DB.

hth,

Robert Kehl

--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
         http://www.otrs.de/ :: Tel. +49 (0)6172 4832388