Re: [otrs] hide agent email address from customer view
On Sep 14, 2010 3:36 AM, Daniel Maher <dma+otrs@witbe.net> wrote: On 09/02/2010 02:37 PM, Daniel Maher wrote: >> I am curious to know if there is a way to hide the agent email addresses > > from the customer's viewpoint (i.e. customer.pl) ? In particular i am > > referring to the note tree when a customer zooms in on their ticket, but > > generally speaking, since all customer interaction occurs via the web > > interface, i'd rather they never know the email addresses of my agents - > > period. > > > > I do not want to remove or disable email functionality (as we use it for > > notifications and such internally), nor the requirement for the field > > itself within OTRS ; i simply want to make sure that customers can't see > > the email addresses of the agents that are handling their tickets. > I don't suppose anybody has any > ideas on how to go about hiding > email addresses from the > customers in customer.pl ? > > Thank you. Don't know what you are talking about? Don't have any point where a customer can view an agents email address. Only thing available in the basic setup is the queue email address. Where have you configured the agents email causing them to be displayed? L. Marshall -- Sent from Havelock, NC
On 09/14/2010 01:45 PM, "LQ Marshall" wrote:
I don't suppose anybody has any > ideas on how to go about hiding > email addresses from the > customers in customer.pl ?
Thank you.
Don't know what you are talking about? Don't have any point where a customer can view an agents email address. Only thing available in the basic setup is the queue email address.
Where have you configured the agents email causing them to be displayed?
I haven't purposefully configured that as an option anywhere ; this is a vanilla installation of OTRS 2.4.7, and nothing beyond the authentication mechanism (LDAP) and queue name has been configured. Please see the following screenshot where i have highlighted each instance of the agent email address being revealed to the customer. http://imgur.com/Ik3Jt.png -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince
On 09/14/2010 02:20 PM, Daniel Maher wrote:
On 09/14/2010 01:45 PM, "LQ Marshall" wrote:
I don't suppose anybody has any > ideas on how to go about hiding > email addresses from the > customers in customer.pl ?
Thank you.
Don't know what you are talking about? Don't have any point where a customer can view an agents email address. Only thing available in the basic setup is the queue email address.
Where have you configured the agents email causing them to be displayed?
I haven't purposefully configured that as an option anywhere ; this is a vanilla installation of OTRS 2.4.7, and nothing beyond the authentication mechanism (LDAP) and queue name has been configured.
Please see the following screenshot where i have highlighted each instance of the agent email address being revealed to the customer.
I apologise for reviving such an old thread, but I am curious to know if anybody has an answer for this question ? To summarize (again) : How can I hide the agent email addresses from view in customer.pl ? Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince
On 12/01/2010 04:38 PM, Daniel Maher wrote:
I apologise for reviving such an old thread, but I am curious to know if anybody has an answer for this question ?
To summarize (again) : How can I hide the agent email addresses from view in customer.pl ?
In « Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl », line 74 contains « $QData{"From","24"} ». When this is parsed, it contains the name of the agent, as well as their email address. Is there any way to prevent the email address from being part of this value ? Is there another key in QData that i could reference instead - one that doesn't contain the email address ? Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince
Edit Kernel/Modules/CustomerTicketZoom.pm
my $From = "$Self->{UserFirstname} $Self->{UserLastname}
<$Self->{UserEmail}>";
and the same in CustomerTicketMessage.m
CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname}
$Self->{UserLastname} <$Self->{UserEmail}>";
On Wed, Dec 1, 2010 at 11:41 AM, Daniel Maher
wrote:
On 12/01/2010 04:38 PM, Daniel Maher wrote:
I apologise for reviving such an old thread, but I am curious to know if anybody has an answer for this question ?
To summarize (again) : How can I hide the agent email addresses from view in customer.pl ?
In « Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl », line 74 contains « $QData{"From","24"} ». When this is parsed, it contains the name of the agent, as well as their email address.
Is there any way to prevent the email address from being part of this value ? Is there another key in QData that i could reference instead - one that doesn't contain the email address ?
Thank you.
-- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince --------------------------------------------------------------------- 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
On 12/01/2010 05:53 PM, Gerald Young wrote:
Edit Kernel/Modules/CustomerTicketZoom.pm my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>";
and the same in CustomerTicketMessage.m
CustomerTicketMessage.pm: my $From = "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>";
Hello, Thank you for your reply. In fact, what you've suggested will cause the *Customer* email address, to not be written to the ticket; however, it did give me the clue i needed to locate the *Agent* address, so thanks. :) For anybody who's interested, in order to prevent the Agent email address from being written to the ticket, one must remove <$Self->{UserEmail}> from its various locations in Kernel/Modules/AgentTicket*.pm . Cheers ! -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince
participants (3)
-
"LQ Marshall" -
Daniel Maher -
Gerald Young