Here's what I did - I added fields to the existing customer_user database but did not remove first_name, last_name, etc. as they aren't valid customer information for our company. Therefore I've added hotel, city, etc. What's happening is when I search for a customer on the Phone-Ticket it "automagically" :) formats it as "first_name last_name" <email>. I would like to alter that to be "hotel" <email> can you tell me where this is accomplished? This process is what was creating the error as instead of being formatted correctly I'm getting an error for each value in the from field. Thanks so much! -----Original Message----- From: Alexander Scholler [mailto:alexander.scholler@augsburg.de] Sent: Wednesday, February 28, 2007 12:21 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Custom CustomerUser Data affecting New Ticket Form Hi, it's difficult helping you without testing your scenario... Rebekah Hayes schrieb:

I've altered the customer_user table to reflect our customer base. I added hotel, city, state, etc. I also changed the map in Config.pm to use these fields to search and reference customers.

# customer uniq id

CustomerKey => 'login',

You customer-unique-id is "login". Is this field unique within your customer_table and always set?

# customer #

CustomerID => 'customer_id',

CustomerValid => 'valid_id',

CustomerUserListFields => ['customer_id', 'hotel', 'city'],

CustomerUserSearchFields => ['customer_id', 'hotel', 'city'],

CustomerUserSearchPrefix => '',

CustomerUserSearchSuffix => '*',

CustomerUserSearchListLimit => 250,

CustomerUserPostMasterSearchFields => ['email'],

CustomerUserNameFields => ['hotel'],

CustomerUserEmailUniqCheck => 1,

Map => [

# note: Login, Email and CustomerID needed!

# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly

[ 'UserHotel', 'Hotel', 'hotel', 1, 1, 'var', '', 0 ],

[ 'UserCustomerID', 'Building Code', 'customer_id', 1, 1, 'var', '', 0 ],

[ 'UserCity', 'City', 'city', 1, 1, 'var', '', 0 ],

[ 'UserState', 'State', 'state', 1, 1, 'var', '', 0 ],

[ 'UserCountry', 'Country', 'country', 1, 1, 'var', '', 0 ],

[ 'UserPostalCode', 'Postal Code', 'postalcode', 1, 1, 'var', '', 0 ],

[ 'UserPhone', 'Phone Number', 'phone', 1, 1, 'var', '', 0 ],

[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],

[ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ],

[ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ],

[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],

This has led to an error on the creation of a new Phone-ticket. When I type a customer_id or hotel in the From field and click Search Customer it displays the customer_id hotel city correctly but after that field is the following:

invalid TBC (Invalid syntax)! invalid Test (Invalid syntax)! invalid Hotel (Invalid syntax)! invalid and (Invalid syntax)! invalid Suites (Invalid syntax)! invalid Test (Invalid syntax)! invalid City (Invalid syntax)!

Can someone point me in the direction of why this would cause an error and where this page is generated.

I suggest you to reuse the original configuration and DB-setting and then modify this to suit your needs step-by-step.

Thanks

Rebekah Hayes

Bye, Alex _______________________________________________ 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 Support orr consulting for your OTRS system? =http://www.otrs.com/

Nothing in either log. Everything also populates correctly (Customer Info, CustomerID, etc) but the ticket won't submit when this error comes up. HA! Got it. I wasn't including the email address in the list and that was causing the problem. Include the email address and everything seems fine. Thanks for all your help. Rebekah ---Original Message----- From: Alexander Scholler [mailto:alexander.scholler@augsburg.de] Sent: Wednesday, February 28, 2007 1:45 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Custom CustomerUser Data affecting New Ticket Form Rebekah Hayes schrieb:

Here's what I did - I added fields to the existing customer_user database but did not remove first_name, last_name, etc. as they aren't valid customer information for our company. Therefore I've added hotel, city, etc. What's happening is when I search for a customer on the Phone-Ticket it "automagically" :) formats it as "first_name last_name" <email>. I would like to alter that to be "hotel" <email> can you tell me where this is accomplished? This process is what was creating the error as instead of

You have to configure CustomerUserListFields But you did it, so I don't understand why it doesn't work on your installation. Are these fields always set? They have to be set due to the required-setting in your configuration. Did you check otrs- or apache-logging? Bye, Alex

being formatted correctly I'm getting an error for each value in the from field.

Thanks so much!

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 Support orr consulting for your OTRS system? => http://www.otrs.com/