Hello, Thank you for the reply. I get them by LDAP from AD. Regards, Paul Andurnache Rory Sent by: otrs-bounces@otrs.org 26.09.2011 12:05 Please respond to "User questions and discussions about OTRS." To "User questions and discussions about OTRS." cc Subject Re: [otrs] Add details to customer fields Hi Paul, What do you get your customer details from? LDAP or OTRS DB? Kind regards, Rory Clerkin On 26 September 2011 09:25, wrote: Hello, Is there a way to add the Phone Number of a customer into it`s details so it can be visible in the requests ? Regards, Paul Andurnache --------------------------------------------------------------------- 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 Email secured by Check Point --------------------------------------------------------------------- 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

I was just trying to dig up the same thing from my own config. Once you add all the telephone details into your LDAP config for each user you can use UserPhone => [ 'telephoneNumber' ], to get this information to display in each ticket for a customer. Kind regards, Rory Clerkin On 26 September 2011 10:13, Phil Bieber wrote:

Hi! You can use the UserSyncMap Feature to achive just that, at least when you have the data in your LDAP. In your otrs\Kernel\Config.pm, you have configured the LDAP connection. After That, just add the UserSyncMap, just like the following:

$Self->{"AuthSyncModule1"} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{"AuthSyncModule::LDAP::Host1"} = [ '192.168.1.10' ]; $Self->{"AuthSyncModule::LDAP::BaseDN1"} = "dc=example, dc=com"; $Self->{'AuthSyncModule::LDAP::SearchUserDN1'} = 'user@example.com '; $Self->{'AuthSyncModule::LDAP::SearchUserPw1'} = 'securepw'; $Self->{'AuthSyncModule::LDAP::UID1'} = "sAMAccountName"; $Self->{'AuthSyncModule::LDAP::Die1'} = 1; $Self->{'AuthSyncModule::LDAP::AccessAttr1'} = "member"; $Self->{'AuthSyncModule::LDAP::UserAttr1'} = "DN"; # $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups1'} = [ 'users', ]; $Self->{'AuthSyncModule::LDAP::UserSyncMap1'} = { UserFirstname => [ 'givenName', 'initials', ], UserLastname => [ 'sn' ], UserEmail => [ 'mail' ], #UserSalutation => [ 'salutation' ], UserTitle => [ 'title' ], UserPhone => [ 'telephoneNumber' ], UserFax => [ 'facsimileTelephoneNumber' ], };

Just adapt it to your needs! HTH

Cheers Phil.

-- It might be just possible, by lying very still in a cellar somewhere, to get through a day without committing a crime. But only just. And, even then, you were probably guilty of loitering. - Terry Pratchett: Feet of clay.

GPG KEY ID (Philipp Bieber): 0x0185E301 FINGERPRINT: CA81 28C2 E63F DAF8 5ED4 DACB 7C26 EE5B 0185 E301 Philipp Bieber - philbieber@gmail.com

2011/9/26

...

Hello,

Thank you for the reply. I get them by LDAP from AD.

Regards, * Paul Andurnache ** *

*Rory * Sent by: otrs-bounces@otrs.org

26.09.2011 12:05 Please respond to "User questions and discussions about OTRS."

To "User questions and discussions about OTRS." cc Subject Re: [otrs] Add details to customer fields

Hi Paul,

What do you get your customer details from? LDAP or OTRS DB?

Kind regards, Rory Clerkin

On 26 September 2011 09:25, <*Paul.Andurnache@aviva.ro*> wrote:

Hello,

Is there a way to add the Phone Number of a customer into it`s details so it can be visible in the requests ?

Regards, *

Paul Andurnache *

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I tried to add from the manual the following options but with no changes ( even if i restarted the server ). Since the mentioned fields weren`t in the Config.pm i manually added them at the end of the user configuration section. [Kernel/Config.pm] # ShowCustomerInfo* # (show customer user info on Compose (Phone and Email), Zoom and Queue view) $Self->{ShowCustomerInfoCompose} = 1; $Self->{ShowCustomerInfoZoom} = 1; $Self->{ShowCustomerInfoQueue} = 0; [...] ---------------------------------------------------------------------------------------------------------------------------------------- Customer Information Firstname: Lastname: Login: Email: Open Tickets (2) Paul.Andurnache@aviva.ro Sent by: otrs-bounces@otrs.org 26.09.2011 12:23 Please respond to "User questions and discussions about OTRS." To "User questions and discussions about OTRS." cc "User questions and discussions about OTRS." , otrs-bounces@otrs.org Subject Re: [otrs] Add details to customer fields Ok. Now i have the Phone number in the customer field but i am not able to see it in the request window ( bottom right ). I can only see Firstname, Lastname, Login, Email: I also noticed that the phone number doesn`t have a " * " besides it and that it is greyed out. How can i make it mandatory so that it will show in every request the user makes ? Regards, Paul Andurnache Rory Sent by: otrs-bounces@otrs.org 26.09.2011 12:18 Please respond to "User questions and discussions about OTRS." To "User questions and discussions about OTRS." cc Subject Re: [otrs] Add details to customer fields I was just trying to dig up the same thing from my own config. Once you add all the telephone details into your LDAP config for each user you can use UserPhone => [ 'telephoneNumber' ], to get this information to display in each ticket for a customer. Kind regards, Rory Clerkin On 26 September 2011 10:13, Phil Bieber wrote: Hi! You can use the UserSyncMap Feature to achive just that, at least when you have the data in your LDAP. In your otrs\Kernel\Config.pm, you have configured the LDAP connection. After That, just add the UserSyncMap, just like the following: $Self->{"AuthSyncModule1"} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{"AuthSyncModule::LDAP::Host1"} = [ '192.168.1.10' ]; $Self->{"AuthSyncModule::LDAP::BaseDN1"} = "dc=example, dc=com"; $Self->{'AuthSyncModule::LDAP::SearchUserDN1'} = 'user@example.com '; $Self->{'AuthSyncModule::LDAP::SearchUserPw1'} = 'securepw'; $Self->{'AuthSyncModule::LDAP::UID1'} = "sAMAccountName"; $Self->{'AuthSyncModule::LDAP::Die1'} = 1; $Self->{'AuthSyncModule::LDAP::AccessAttr1'} = "member"; $Self->{'AuthSyncModule::LDAP::UserAttr1'} = "DN"; # $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups1'} = [ 'users', ]; $Self->{'AuthSyncModule::LDAP::UserSyncMap1'} = { UserFirstname => [ 'givenName', 'initials', ], UserLastname => [ 'sn' ], UserEmail => [ 'mail' ], #UserSalutation => [ 'salutation' ], UserTitle => [ 'title' ], UserPhone => [ 'telephoneNumber' ], UserFax => [ 'facsimileTelephoneNumber' ], }; Just adapt it to your needs! HTH Cheers Phil. -- It might be just possible, by lying very still in a cellar somewhere, to get through a day without committing a crime. But only just. And, even then, you were probably guilty of loitering. - Terry Pratchett: Feet of clay. GPG KEY ID (Philipp Bieber): 0x0185E301 FINGERPRINT: CA81 28C2 E63F DAF8 5ED4 DACB 7C26 EE5B 0185 E301 Philipp Bieber - philbieber@gmail.com 2011/9/26 Hello, Thank you for the reply. I get them by LDAP from AD. Regards, Paul Andurnache Rory Sent by: otrs-bounces@otrs.org 26.09.2011 12:05 Please respond to "User questions and discussions about OTRS." To "User questions and discussions about OTRS." cc Subject Re: [otrs] Add details to customer fields Hi Paul, What do you get your customer details from? LDAP or OTRS DB? Kind regards, Rory Clerkin On 26 September 2011 09:25, wrote: Hello, Is there a way to add the Phone Number of a customer into it`s details so it can be visible in the requests ? Regards, Paul Andurnache --------------------------------------------------------------------- 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 Email secured by Check Point --------------------------------------------------------------------- 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 Email secured by Check Point --------------------------------------------------------------------- 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

Hello, I`ve made the modification and now i have the required field as well for the telephone number. I`m afraid that i maybe i wasn`t clear enough about the issue :-). The screen where i want the information displayed is in the ticket details. So when an agent checks a tickets` detail i want the phone number of the customer that posted the ticket, displayed ( bottom right ). Regards, Paul Andurnache Rory Sent by: otrs-bounces@otrs.org 26.09.2011 13:13 Please respond to "User questions and discussions about OTRS." To "User questions and discussions about OTRS." cc Subject Re: [otrs] Add details to customer fields Try adding the following at the end of your customer config (I have this in mine as well as the 'AuthSyncModule' section). The part you are most interested in is the "Map" near the end. Separate the items in the map using tabs to make it easier to read. Take note of the 4th and 5th columns which are "shown" and "required". Its the usual 1=True and 0=False As I understand it this section of code is used when an agent is looking up the details of a customer. The other section "AuthSyncModule" is used when the customer is logging in to the customer frontend. $Self->{CustomerUser} = { Name => 'LDAP Datasource', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server.myDomain.local', BaseDN => 'ou=Users,dc=myDomain,dc=local', SSCOPE => 'sub', UserDN => 'CN=LDAP Lookup,CN=Users,DC=myDomain,DC=local', UserPw => 'LookupPassword', AlwaysFilter => '(objectclass=user)', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'sn', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'sn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; I hope that sorts it out for you. Rory On 26 September 2011 10:45, wrote:

I tried to add from the manual the following options but with no changes

( even if i restarted the server ). Since the mentioned fields weren`t in the Config.pm i manually added them at the end of the user configuration section.

[Kernel/Config.pm] # ShowCustomerInfo* # (show customer user info on Compose (Phone and Email), Zoom and

Queue view)

$Self->{ShowCustomerInfoCompose} = 1; $Self->{ShowCustomerInfoZoom} = 1; $Self->{ShowCustomerInfoQueue} = 0; [...]

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Hello, That`s just it. It isn`t fixed :-). I cannot see the information ( phone number of the customer ) when i open a customer ticket logged in as an agent. The improvement i`ve noticed is that it is being imported by LDAP from AD and i can see it in the Customer specific window. Regards, Paul Andurnache Rory Sent by: otrs-bounces@otrs.org 26.09.2011 13:51 Please respond to "User questions and discussions about OTRS." To "User questions and discussions about OTRS." cc Subject Re: [otrs] Add details to customer fields I'm happy to hear that you got it working Paul. Glad I could help. Kind regards, Rory On 26 September 2011 11:20, wrote: Hello, I`ve made the modification and now i have the required field as well for the telephone number. I`m afraid that i maybe i wasn`t clear enough about the issue :-). The screen where i want the information displayed is in the ticket details. So when an agent checks a tickets` detail i want the phone number of the customer that posted the ticket, displayed ( bottom right ). Regards, Paul Andurnache Email secured by Check Point --------------------------------------------------------------------- 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

It worked. Thank you very much :-) Regards, Paul Andurnache Rory Sent by: otrs-bounces@otrs.org 26.09.2011 15:10 Please respond to "User questions and discussions about OTRS." To "User questions and discussions about OTRS." cc Subject Re: [otrs] Add details to customer fields Sorry, I thought were saying it was fixed. Have you tried creating a new ticket for a customer and then checking if the details are shown? Also, in the Admin section, go to the SysConfig. In there choose "Ticket" from the drop down list. Choose the "Frontend::Agent" Subgroup Have a look at the options "Ticket::Frontend::CustomerInfoCompose" and "Ticket::Frontend::CustomerInfoZoom". I have both of these set to "Yes". Kind regards, Rory On 26 September 2011 12:13, wrote: Hello, That`s just it. It isn`t fixed :-). I cannot see the information ( phone number of the customer ) when i open a customer ticket logged in as an agent. The improvement i`ve noticed is that it is being imported by LDAP from AD and i can see it in the Customer specific window. Regards, Paul Andurnache Rory Sent by: otrs-bounces@otrs.org 26.09.2011 13:51 Please respond to "User questions and discussions about OTRS." To "User questions and discussions about OTRS." cc Subject Re: [otrs] Add details to customer fields I'm happy to hear that you got it working Paul. Glad I could help. Kind regards, Rory On 26 September 2011 11:20, wrote: Hello, I`ve made the modification and now i have the required field as well for the telephone number. I`m afraid that i maybe i wasn`t clear enough about the issue :-). The screen where i want the information displayed is in the ticket details. So when an agent checks a tickets` detail i want the phone number of the customer that posted the ticket, displayed ( bottom right ). Regards, Paul Andurnache Email secured by Check Point --------------------------------------------------------------------- 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 Email secured by Check Point --------------------------------------------------------------------- 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

No. There were some customers included myself which weren`t updated in the AD ( Phone number field ). So it didn`t display the phone field at all if it was blank. Now that we have updated the phone number in AD all i in order. Regards, Paul Andurnache Rory Sent by: otrs-bounces@otrs.org 26.09.2011 15:29 Please respond to "User questions and discussions about OTRS." To "User questions and discussions about OTRS." cc Subject Re: [otrs] Add details to customer fields That's great. Did you need to change the settings in SysConfig? Rory On 26 September 2011 13:15, wrote: It worked. Thank you very much :-) Regards, Paul Andurnache Rory Sent by: otrs-bounces@otrs.org 26.09.2011 15:10 Please respond to "User questions and discussions about OTRS." To "User questions and discussions about OTRS." cc Subject Re: [otrs] Add details to customer fields Sorry, I thought were saying it was fixed. Have you tried creating a new ticket for a customer and then checking if the details are shown? Also, in the Admin section, go to the SysConfig. In there choose "Ticket" from the drop down list. Choose the "Frontend::Agent" Subgroup Have a look at the options "Ticket::Frontend::CustomerInfoCompose" and "Ticket::Frontend::CustomerInfoZoom". I have both of these set to "Yes". Kind regards, Rory On 26 September 2011 12:13, wrote: Hello, That`s just it. It isn`t fixed :-). I cannot see the information ( phone number of the customer ) when i open a customer ticket logged in as an agent. The improvement i`ve noticed is that it is being imported by LDAP from AD and i can see it in the Customer specific window. Regards, Paul Andurnache Rory Sent by: otrs-bounces@otrs.org 26.09.2011 13:51 Please respond to "User questions and discussions about OTRS." To "User questions and discussions about OTRS." cc Subject Re: [otrs] Add details to customer fields I'm happy to hear that you got it working Paul. Glad I could help. Kind regards, Rory On 26 September 2011 11:20, wrote: Hello, I`ve made the modification and now i have the required field as well for the telephone number. I`m afraid that i maybe i wasn`t clear enough about the issue :-). The screen where i want the information displayed is in the ticket details. So when an agent checks a tickets` detail i want the phone number of the customer that posted the ticket, displayed ( bottom right ). Regards, Paul Andurnache Email secured by Check Point --------------------------------------------------------------------- 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 Email secured by Check Point --------------------------------------------------------------------- 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 Email secured by Check Point --------------------------------------------------------------------- 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