Hi Jonas, you are right. Since it is broken in OTRS 3.1 I'm also not loner able to use this feature. But I found a solution. Since the znuny.com guys got banned form the mailing lists (for not reason), they can't contribute to us via this channel anymore (Mike, thanks for your help in the past!) but they still create awesome add-ons for OTRS (http://znuny.com/en/#!/addons). We did a contract with them and we got a solution for this problem ASAP. It's free for download as add-on/OPM under https://raw.github.com/znuny/Znuny4OTRS-CTI/master/build/Znuny4OTRS-CTI-1.0.... Then call "otrs/index.pl?Action=AgentTicketPhoneCTI;CallerID=(phonenumber)" and it works like a charm! Frank PS: I moved to the OTRS forums (http://forums.otterhub.org/) because there is a free communication between OTRS users possible. On Wed, Jul 18, 2012 at 9:49 AM, Wisniewski Jonas < Jonas.Wisniewski@newerkla.de> wrote:

Hi Michiel,

thanks for this fast answer! But that don't solve my problem :-( The link (otrs/ index.pl?Action=AgentTicketPhone&Subaction=StoreNew&ExpandCustomerName=2&CustomerUser=122112) provided by Carlos already works with my 3.1.7 but for this link, I have to know the "customer ID" (CustomerUser =122112). But in my case, I only know the phone number.

Mit freundlichen Grüßen Jonas Wisniewski Netzwerktechnik ___________________________________

EDUARD NEWERKLA BÜROMASCHINEN e.K. Röntgenstr. 22 73431 Aalen Telefon (0 73 61) 57 09-75 Fax (0 73 61) 92 59-75 E-Mail Jonas.Wisniewski@newerkla.de Internet http://www.newerkla.de

Amtsgericht Ulm HRA 500626 Sitz: Aalen

-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Michiel Beijen Gesendet: Mittwoch, 18. Juli 2012 08:59 An: User questions and discussions about OTRS. Betreff: Re: [otrs] OTRS 3.1.7 New phone ticket URL with phonenumber as parameter

Hi Jonas,

This has already been fixed by Carlos Rodriguez in upcoming OTRS 3.1.8 - see this bug report which also has pointers at which files to replace for OTRS 3.1.7: http://bugs.otrs.org/show_bug.cgi?id=8230

Michiel Beijen Senior Consultant

OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands

T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com

Get Connected ! Everything in sync with OTRS 3.1- Be an early bird with our special offer: http://j.mp/xN9wk1

On Wed, Jul 18, 2012 at 8:43 AM, Wisniewski Jonas < Jonas.Wisniewski@newerkla.de> wrote:

...

Hi everybody,

I’m searching a way to create an URL so our Agents can use it with our

CTI software, where the caller number is given as a parameter to search for.

...

In OTRS 3.0 it was possible with a link like this: http://otrs/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&E xpandCustomerName=1&From=(phonenumber)

But the “..&From=” seems not to work anymore.

I already read in the otterhub forum that this is caused by the customer multiselect function (that we don’t need) but I haven’t found any workaround yet L

Is it possible to directly link to the popup window where I can select a

customer with caller number already filled in the searchfield?

...

Or has anyone an idea how to solve this problem?

Mit freundlichen Grüßen

Jonas Wisniewski

Netzwerktechnik

___________________________________

EDUARD NEWERKLA BÜROMASCHINEN e.K.

Röntgenstr. 22

73431 Aalen

Telefon (0 73 61) 57 09-75

Fax (0 73 61) 92 59-75

E-Mail Jonas.Wisniewski@newerkla.de

Internet http://www.newerkla.de

Amtsgericht Ulm HRA 500626

Sitz: Aalen