Allowing agents to always select a customer code
Hi, I'm in the process of customizing an OTRS 5 installation. When creating a new ticket, the customer code is grayed out, unless you select an already created customer. I would like to allow the Agent to be able to select the customer code, even if the customer doesn't exist. We don't know in advance who is going to contact us from an organization so the customer is usually the email, and the customer code is the company name. We do have a list of customer code. - How do I allow the agents to always be able to select the customer code? - Same question about services. I want the agents to be able to select all the services. I think this can do this with ACL's? Anyone who has done this? Regards, Benedict
- Same question about services. I want the agents to be able to select all the services.
First set Ticket::Service::Default::UnknownCustomer to YES http://your.otrs.host//otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;Sy... and edit default service: http://your.otrs.host/otrs/index.pl?Action=AdminCustomerUserService I hope this will help you. -N
Hi
To facilitate all services available to agents, you have two methods
1. If agent is also defined as a customer, then use "customer user <--> services" section in admin panel and assign services to agent/customer2. Alternatively, make required services as Default Services using "Edit Default Services" link in "customer user <--> services" section
Best Regards,
Sujeeva Tissaarachchi
From: Never Min
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Sujeeva Tissaarachchi