Re: [otrs] Re: CustomerID field as drop-down?
Hi Graeme Many thanks for your feedback. What I would like is the possibility that the drop-down can be populated the Agents themselves i.e. if the CustomerID does not display a particular company name, then the agent can add one. Perhaps the drop-down could have a value called "Add new...", and if this is selected, then the Agent has the option to enter a new company via a newly displayed text box which appears??? Any ideas? Thanks Oliver -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Graeme Brough Gesendet: Montag, 20. Februar 2006 10:01 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Re: CustomerID field as drop-down? Hello Oliver, Apologies for missing your original posting. It certainly is possible to turn the CustomerID or any other field into a drop-down. But it depends how you what to populated the drop-down. I created a drop-down field that populated via a database (not OTRS db) query. In every module where the field is referenced (using AgentEmail.pm as example) you must add something like:
# # build siteid select # # Connect to db and extract siteid info. # my $CMP_Get = "SELECT DISTINCT CL.SITE_ID " . "FROM SITE_ID"; # my $dbh = &external_db_connect(); my $sth = $dbh->prepare($Get); $sth->execute(); # while (my @SQLSiteID = $sth->fetchrow_array()) { $SiteIDData{$SQLSiteID[0]} = $SQLSiteID[0]; } # $Param{SiteIDStr} = "
In this example, we connect to the external db and find a single occurrence of eack Site ID, when build the HTML 'SELECT' tag and associated values. If you replace 'TicketFreeTextField1' with 'CustomerID' it will work against that field. HTH, Graeme Oliver Buckie wrote:
Would be great if any could comment on this... I need to find a way of have both contact (individuals)and company (firm) fields. The latter being a drop-down...
Is it possible to turn the CustomerID field (in all instances) from a free-text field to a dropdown with pre-defined values (customer1, customer2, customer3 etc.)? If possible, would also be great if an agent could also add-to this field to populate the values.
Thanks for your comments. _______________________________________________ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/
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-- ============================================================== Graeme Brough rsc-uc@sun.com Customer Account Management Support Team Internal: x(70) 73488 Worldwide: +44 (0)1506 673488 Sun Remote Support Centre Linlithgow, UK ============================================================== ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ _______________________________________________ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/
Hi Oliver, I used a 'New Customer' option too, but just allowed users to manually input information in to OTRS rather than autopopulated from our database. It sounds like you want to go down a similar road and have a database table holding all your customers - which you could add to via OTRS. Unfortunately I do not know enough about your own environment to comment on now best to achieve this but you may be able to add an additionally table to your OTRS database to facilitate this. If you wish to discuss this further 'offline', please feel free to email me directly. Regards, Graeme Oliver Buckie wrote:
Hi Graeme
Many thanks for your feedback. What I would like is the possibility that the drop-down can be populated the Agents themselves i.e. if the CustomerID does not display a particular company name, then the agent can add one. Perhaps the drop-down could have a value called "Add new...", and if this is selected, then the Agent has the option to enter a new company via a newly displayed text box which appears???
Any ideas? Thanks
Oliver
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Graeme Brough Gesendet: Montag, 20. Februar 2006 10:01 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Re: CustomerID field as drop-down?
Hello Oliver,
Apologies for missing your original posting.
It certainly is possible to turn the CustomerID or any other field into a drop-down.
But it depends how you what to populated the drop-down. I created a drop-down field that populated via a database (not OTRS db) query.
In every module where the field is referenced (using AgentEmail.pm as example) you must add something like:
# # build siteid select # # Connect to db and extract siteid info. # my $CMP_Get = "SELECT DISTINCT CL.SITE_ID " . "FROM SITE_ID"; # my $dbh = &external_db_connect(); my $sth = $dbh->prepare($Get); $sth->execute(); # while (my @SQLSiteID = $sth->fetchrow_array()) { $SiteIDData{$SQLSiteID[0]} = $SQLSiteID[0]; } # $Param{SiteIDStr} = "
In this example, we connect to the external db and find a single occurrence of eack Site ID, when build the HTML 'SELECT' tag and associated values.
If you replace 'TicketFreeTextField1' with 'CustomerID' it will work against that field.
HTH,
Graeme
Oliver Buckie wrote:
Would be great if any could comment on this... I need to find a way of have both contact (individuals)and company (firm) fields. The latter being a drop-down...
Is it possible to turn the CustomerID field (in all instances) from a free-text field to a dropdown with pre-defined values (customer1, customer2, customer3 etc.)? If possible, would also be great if an agent could also add-to this field to populate the values.
Thanks for your comments. _______________________________________________ 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/
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NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.
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_______________________________________________ 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 oder Consulting für Ihr OTRS System?
-- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
participants (2)
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Graeme Brough -
Oliver Buckie