CustomerID as required field in AgentTicketClose - otrs - OTRS mailing lists

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CustomerID as required field in AgentTicketClose

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ml ml

13 Sep 2012 13 Sep '12

1:59 p.m.

Hello List, i have OTRS 3.1 and i want the CustomerID field to be required AgentTicketClose. How do i do that? Thanks, Mario

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Gerald Young

13 Sep 13 Sep

2:12 p.m.

The CustomerID is already a part of the ticket, in the ticket table. You can't close a ticket that doesn't have that information... You can't close a ticket without being in the ticket. On Thu, Sep 13, 2012 at 9:59 AM, ml ml wrote:

Hello List,

i have OTRS 3.1 and i want the CustomerID field to be required AgentTicketClose.

How do i do that?

Thanks, Mario --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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ml ml

2:17 p.m.

Yes i can. I just created a Phone Call Ticket and left the CustomerID Field empty. Then i closed that ticket. AgentTicketClose does NOT have the CustomerID field here... Thanks, Mario On Thu, Sep 13, 2012 at 4:12 PM, Gerald Young wrote:

The CustomerID is already a part of the ticket, in the ticket table. You can't close a ticket that doesn't have that information... You can't close a ticket without being in the ticket.

On Thu, Sep 13, 2012 at 9:59 AM, ml ml wrote:

...
Hello List,

i have OTRS 3.1 and i want the CustomerID field to be required AgentTicketClose.

How do i do that?

Thanks, Mario --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Steven Carr

2:28 p.m.

But the call is already allocated to a customer, the customer will be the email address that you entered in the phone call. What I think you actually want is that you can't close a call if you haven't assigned the call to an actual valid customer from your customer database. Not sure how to require that. Steve On 13 September 2012 15:17, ml ml wrote:

Yes i can.

I just created a Phone Call Ticket and left the CustomerID Field empty.

Then i closed that ticket. AgentTicketClose does NOT have the CustomerID field here...

Thanks, Mario

On Thu, Sep 13, 2012 at 4:12 PM, Gerald Young wrote:

...
The CustomerID is already a part of the ticket, in the ticket table. You can't close a ticket that doesn't have that information... You can't close a ticket without being in the ticket.

On Thu, Sep 13, 2012 at 9:59 AM, ml ml wrote:

...
Hello List,

i have OTRS 3.1 and i want the CustomerID field to be required AgentTicketClose.

How do i do that?

Thanks, Mario --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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ml ml

2:32 p.m.

On Thu, Sep 13, 2012 at 4:28 PM, Steven Carr wrote:

But the call is already allocated to a customer, the customer will be the email address that you entered in the phone call.

What I think you actually want is that you can't close a call if you haven't assigned the call to an actual valid customer from your customer database. Not sure how to require that.

Steve

Yes, thats what i want! :) Anyone else? Thanks, Mario

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Gerald Young

2:39 p.m.

Yes. change the css for the customerID field to the required/manadatory class. (copy from a rendered HTML of something that's required.) On Thu, Sep 13, 2012 at 10:32 AM, ml ml wrote:

On Thu, Sep 13, 2012 at 4:28 PM, Steven Carr wrote:

...
But the call is already allocated to a customer, the customer will be the email address that you entered in the phone call.

What I think you actually want is that you can't close a call if you haven't assigned the call to an actual valid customer from your customer database. Not sure how to require that.

Steve

Yes, thats what i want! :)

Anyone else?

Thanks, Mario --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Gerald Young

2:30 p.m.

I can understand how CustomerID is empty on a phone call, if you don't have a customer added for the email entry. As procedure, though, you can click the Customer button and assign a "real" customer, then close the ticket. (also, ditto what Steven says). On Thu, Sep 13, 2012 at 10:17 AM, ml ml wrote:

Yes i can.

I just created a Phone Call Ticket and left the CustomerID Field empty.

Then i closed that ticket. AgentTicketClose does NOT have the CustomerID field here...

Thanks, Mario

On Thu, Sep 13, 2012 at 4:12 PM, Gerald Young wrote:

...
The CustomerID is already a part of the ticket, in the ticket table. You can't close a ticket that doesn't have that information... You can't close a ticket without being in the ticket.

On Thu, Sep 13, 2012 at 9:59 AM, ml ml wrote:

...
Hello List,

i have OTRS 3.1 and i want the CustomerID field to be required AgentTicketClose.

How do i do that?

Thanks, Mario --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Gerald Young
ml ml
Steven Carr