Re: [otrs] Feature Request

On Fri, Feb 28, 2003 at 04:52:58PM +0100, Sebastian Wormser wrote:

Hi Charles,

Quoting "Charles R. \"Rusty\" Thompson" :

...

I would like to request there be more fields for customer contact information such as phone, alt phone fax and a few custom fields that can be relabeled to meet the needs of the OTRS implementor. Right now we have to depend on secondary software to lookup customer info and just being able to click a 'customer info' link at a ticket view would save tons of time. Here is a sample of what we might need that others could add to:

I understand the need for such a feature, no question about this. In general there is the problem of proper usage and maintenace of the custom fields in the OTRS (and the underlying database).

I can say from practical experience, that once a critical number of companies ans support contracts is reached (two or three dozens probably) nobody will be able to track changes that have been made to your customer database, so these changes will not be available in the OTRS.

well, not neccessarily. If you would use the LDAP customeruser module (ieks, I still haven't finished it *g*) you have only one customer base. What I could do is to write a generic mapping mechanism that would be displayed on a customerinfo page. so you can specify as much info with the aproperiate mapping as you want. Martin, what do you think? -- Regards, Wiktor Wodecki