some propositions to make things better :)
Hello! I'm using OTRS 1.2.3 Thank you for this great product! While using it, I discovered some features , that are not present in OTRS (or may be I don't know how to activate them) but that can make work with OTRS more effective and comfortable to many users. Let me explain them: 1) it'll be better to have a possibility to store contact phone numbers for every customer user 2) As I know it is effective to use the customer_ID field as customer's organization identifier. May be it's possible to make separate table for organizations and so to make a customer_ID field on the customer properties page a combo-box with the list of stored organizations? 3) Imagine such a situation: an agent gets a phone call from our customer which is not in DB yet (it's impossible to put all our customers to DB at one time). AFAIK an agent should put that customer to DB first, and besides all it's necessary to inquire his e-mail even if it never be used in future. What can you advice me to simplify this step (adding a customer to DB while he/she on the phone) and so to make it appreciably faster? Thank you in advance! With respect, Andrej Bazovkin
On Tuesday 25 May 2004 18:00, Andrej Bazovkin wrote:
Hello!
I'm using OTRS 1.2.3 Thank you for this great product!
While using it, I discovered some features , that are not present in OTRS (or may be I don't know how to activate them) but that can make work with OTRS more effective and comfortable to many users. Let me explain them:
1) it'll be better to have a possibility to store contact phone numbers for every customer user
Use the FreeText fields for such a thing: Office Phone, Personal Phone, Fax, Mobile Phone :)))
On Tuesday, May 25, 2004 5:00 PM
Andrej Bazovkin
1) it'll be better to have a possibility to store contact phone numbers for every customer user
Switch to LDAP and use the CustomerUser mappings: $Self->{CustomerUser} = { [...] Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; You may map more and other attributes there, such as a 'room' or 'OfficeLocation'. Btw, you need not necessarily switch to LDAP. There is a possibility to use an outside SQL-driven database (even on another server) as basis. Then you could add more attributes as wanted to that database without spoiling the structure of the OTRS database.
2) As I know it is effective to use the customer_ID field as customer's organization identifier. May be it's possible to make separate table for organizations and so to make a customer_ID field on the customer properties page a combo-box with the list of stored organizations?
It were possible -eip-, though it is to be ranking low, I suppose.
3) Imagine such a situation: an agent gets a phone call from our customer which is not in DB yet (it's impossible to put all our customers to DB at one time). AFAIK an agent should put that customer to DB first, and besides all it's necessary to inquire his e-mail even if it never be used in future. What can you advice me to simplify this step (adding a customer to DB while he/she on the phone) and so to make it appreciably faster?
It's a simple advice: The customer need not be in the DB. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (3)
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Andrej Bazovkin -
Robert Kehl -
Teodor Georgiev