On 26.06.2012 15:21, Susan Dittmar wrote: > > I cannot help you, Nevil, as we are not using the customer access at all. > But I disagree with Johannes. I can imagine quite some applications of otrs > with *only* agents active, either without any customer access (other than > for example mail), or even with only internal customers, where you do not > need the custom view. So whether otrs can help you with your workflow, > Nevil, depends on your application, not just on whether there's more than > one person using the customer access. >
It's not about the customer portal, but the "customer" field in the ticket mask. @Nevil: So, you have one customer per queue? or is it one customer in whole OTRS? Then you need to configure what customer belongs to what queue (you can do that with a new option in the SysConfig). Then you have to edit the template for the (email?) ticket mask. This template is located in <OTRS_HOME>/Kernel/Output/HTML/Standard/AgentTicketEmail.dtl . Just delete the label and divs that belong to the field you do not need. The last step is to edit <OTRS_HOME>/Kernel/Modules/AgentTicketEmail.pm. Delete all checks if the customer is set. Right before the ticket is created, you have to get the customer for the chose queue from SysConfig and pass that value to TicketCreate. For Fields that are not mandatory, you can just delete the fields in the template and the checks in the module. I would recommend to create an add-on for those changes. That makes your life easier when it comes to upgrades of OTRS. - Renée --------------------------------------------------------------------- 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
