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Customer Info in Queue View

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Nick Lapp

14 Nov 2013 14 Nov '13

8 p.m.

Is it possible to add additional customer information to the queue view in OTRS 3.3? For example, I have a customer field with the customer's phone number which shows up on ticket zoom but I would like to add the customer phone numbers as a column to the queue view. Thank you in advance for any assistance! I've done some web searches but haven't come up with anything so far. Nick

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Bogdan Iosif

15 Nov 15 Nov

7:11 a.m.

The only way I can think of (that doesn't require messing around with OTRS code) is for you to somehow duplicate the desired info in a ticket dynamic field, which you can hopefully show in Queue View. To get those phone numbers in ticket dynamic fields you would need to write an event module that updates them (See my Sep/Oct posts in mailing list archives for a code sample). The fundamental flaw with this approach is that the Event Module fires when ticket events occur. Thus, it's possible for someone to update a customer's phone number and yet the number you're storing in ticket dynamic fields to remain obsolete until your even module is fired due to ticket event(s). It's a problem you could live with but a problem nevertheless. On Thu, Nov 14, 2013 at 10:00 PM, Nick Lapp wrote:

Is it possible to add additional customer information to the queue view in OTRS 3.3? For example, I have a customer field with the customer’s phone number which shows up on ticket zoom but I would like to add the customer phone numbers as a column to the queue view.

Thank you in advance for any assistance! I’ve done some web searches but haven’t come up with anything so far.

Nick

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Martin Gruner

12:46 p.m.

Hi Bogdan, yes, you are right, and such an event module is part of OTRS 3.3 so that it works out of the box. Regards, mg Am 15.11.13 08:11, schrieb Bogdan Iosif:

The only way I can think of (that doesn't require messing around with OTRS code) is for you to somehow duplicate the desired info in a ticket dynamic field, which you can hopefully show in Queue View.

To get those phone numbers in ticket dynamic fields you would need to write an event module that updates them (See my Sep/Oct posts in mailing list archives for a code sample). The fundamental flaw with this approach is that the Event Module fires when ticket events occur. Thus, it's possible for someone to update a customer's phone number and yet the number you're storing in ticket dynamic fields to remain obsolete until your even module is fired due to ticket event(s). It's a problem you could live with but a problem nevertheless.

On Thu, Nov 14, 2013 at 10:00 PM, Nick Lapp mailto:Nick.Lapp@imesd.k12.or.us> wrote:

Is it possible to add additional customer information to the queue view in OTRS 3.3? For example, I have a customer field with the customer’s phone number which shows up on ticket zoom but I would like to add the customer phone numbers as a column to the queue view.____

__ __

Thank you in advance for any assistance! I’ve done some web searches but haven’t come up with anything so far.____

__ __

Nick____

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Bogdan Iosif
Martin Gruner
Nick Lapp