[otrs] RE: Easy-create new CustomerUser?

On Jan 30, 2004, at 3:00 AM, otrs-request@otrs.org wrote:

From: "Tom Hesp" Date: January 30, 2004 1:37:29 AM PST To: "User questions and discussions about OTRS." Subject: RE: [otrs] Easy-create new CustomerUser? Reply-To: "User questions and discussions about OTRS."

Hi Joe,

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-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Joseph Saracino Sent: donderdag 29 januari 2004 22:48 To: otrs@otrs.org Subject: [otrs] Easy-create new CustomerUser?

Feature Request/Suggestion: When getting a customer history (for example, by clicking on the CustomerID in the zoomed ticket view), it would be very useful if there was a link to auto-create a CustomerUser record if one didn't exist.

You are just a couple of weeks too early for me as I have a need for exactly this same functionality and are planning to build it myself in the coming weeks unless somebody else has already done this... :-). Maybe we can share some ideas and, if you have the time to wait for it, I'll be happy to share the code with you.

Thanks for the offer -- I'd love to see how you implement this :) <snip>

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For new/unique email addresses, it's a bit cumbersome to go back to the admin interface and create a new CustomerUser record, when all the info we need is in there in the history page. It would be very helpful if there was a way to easy-create (or auto-create) a new CustomerUser at this point. I realize this may complicate some permissions issues, however, it seems like a logical addition to this page.

All tickets sent by mail or submitted from the internet site come in to the Postmaster queue. This queue is not accessible to agents, only to people acting as 'dispatcher'. These dispatchers will verify the ticket contents and if it is found to be correct (whatever that may mean of course :-) ) they can click a link in the AgentZoom view (to be added) that will create the customer record. Of course the dispatcher must have permission to create customers ($Self->{'Module::Permission'}->{'AdminCustomerUser'} in Kernel/Config.pm). Does this sound a bit about what you are looking for?

This sounds like it might be a little overkill for what we need :) For now, we're just going to live with the extra step of going to the Admin interface when we get a new/unique email address and adding the customer. Thanks for the thoughtful response (sorry for the delay in responding). -- Joe