Re: [otrs] Company - Customers relation.
Hi Sveinung, I hopefully can enlight you on question 4 (Time units): you can extract that info from table time_accounting, and join it with ticket and customer_company, like this: select customer_company.name as "Customer", sum(time_unit) as "Total time spent" from ticket, customer_company, time_accounting where customer_company.customer_id = ticket.customer_id and time_accounting.ticket_id = ticket.id group by customer_company.name; Of course you have to set in OTRS the relations between customer users and customer company and assign the customer user for each ticket. Regards Fabio AVVISO DI RISERVATEZZA: questo messaggio ed i suoi allegati possono contenere informazioni riservate. Se avete ricevuto il messaggio per errore, vi informiamo che ogni utilizzo del suo contenuto e' proibito, pertanto, per cortesia, provvedete a cancellarlo ed informate immediatamente il mittente. CONFIDENTIALITY NOTICE: this message and its attachments may contain confidential information. If you have received this message by mistake, be informed that any use of the content hereof is prohibited, therefore, please inform immediately the sender and delete the message, immediately. ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Company - Customers relation.
print "Hello World." I am very happy with OTRS, and the way its built. Very easy to configure and modular. I need help to understand(see the light). (_Question 1_)Where does the Company innformation show up? I cannot see it in the zoom or customer info. I guess its connected via the Customer ID, but is that all? Im importing innformation from 2 different DBs to Company and Customer Users, and (_Question 2_)I wonder how these are connected? (_Question 3_)Is it possible to Auth with both LDAP and DB? Also, (_Question 4)_how is the best way to get the "Time units (work units)" out from the DB and sorted in a way that it might be used to e.g. send invoices to the Customers. Thank you in advance. Best Regards Sveinung T. R. ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Company customers
Hi Marcus, Marcus Hopwood schrieb: Alex, I think you can set the customer-maildomain with just one Postmaster Filter as Customer#. Search for: Header1: From Value: .+@(.+) Perhaps you have to mask the @ as \@ Set as: Header1: X-OTRS-CustomerNo Value: [***] That's pretty cool - it would be nice to be able to remove the trailing ">" from the mail domain but I think it might be good enough for now -- now I'll investigate the GenericAgent modules ... That sound like you managed to store the mail-domain as customer#. The trailing > of "givenname surname <[EMAIL PROTECTED]>" could be removed by a modified regex like .+@([^>]+) meaning that all characters will be saved in [***] until a > appears. Here again, perhaps you have to mask ">". See Perl-Regex-documentation for more information and: have fun with this hard workout of reading this. Bye, Alex ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] Company customers
Alex, > I think you can set the customer-maildomain with just one > Postmaster Filter as Customer#. > > Search for: > Header1: From Value: .+@(.+) Perhaps you have to mask the @ as \@ > > Set as: > Header1: X-OTRS-CustomerNo Value: [***] That's pretty cool - it would be nice to be able to remove the trailing ">" from the mail domain but I think it might be good enough for now -- now I'll investigate the GenericAgent modules ... > I didn't ever try it - perhaps you have to modify it kindly. > > If just the mail-domain isn't sufficient for you, you could > set @[***] and run a generic agent every x minutes searching > for customerno with ^@(.+) and replaces it with the proper > company name looked up in the db-table you described. This > can be done by a self-written GenericAgent-module. > > Bye, Alex > > p.s. > I never used customer-groups. Check out this stanard-feature > of OTRS, but I think it doesn't suit your needs. > > > > > > Thanks again for your help. > > > > Marcus > > Your welcome, Alex > ___ > 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 orr consulting for your OTRS system? > => http://www.otrs.com/ > ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Company customers
Hi Marcus, Marcus Hopwood schrieb: Thanks Alex, 1. Our customers are companies - but of course we get support requests from individuals. Obviously you can link them together using the same CustomerID but what would be great would be the ability to select the customer from a drop down box when a ticket comes in on order to set the CustomerID. Think about this solution: OTRS receives a mail from an individual within one of your "customer companies". Normally, his mail-address is stored as customer-user-login and customerID/customer#. You can remain the mail-address as customer-user-login, but change the customer# to a unique string for all individuals of his company, e.g. company name. So you have stored the individual himself, but also his belonging to the customer company. This change can be done automatically through PostmasterFilter, e.g. define a filter which searches for mail-addresses [EMAIL PROTECTED] (you could also use the mail-domain as customer# if you just want to define one single postmaster filter). Your individual contact persons within This sounds like it work well for us (and actually be better than my idea of a drop down box). Would this be done by setting a PostMaster Filter for every customer or would it be possible to script it - for example with a database that held Customer Name and mail-domain then a single filter that said look up the mail domain in the db and update Customer# with the corresponding Customer Name. If the latter were possible I'd probably be prepared to pay for someone to develop it ... I think you can set the customer-maildomain with just one Postmaster Filter as Customer#. Search for: Header1: From Value: .+@(.+) Perhaps you have to mask the @ as \@ Set as: Header1: X-OTRS-CustomerNo Value: [***] I didn't ever try it - perhaps you have to modify it kindly. If just the mail-domain isn't sufficient for you, you could set @[***] and run a generic agent every x minutes searching for customerno with ^@(.+) and replaces it with the proper company name looked up in the db-table you described. This can be done by a self-written GenericAgent-module. Bye, Alex p.s. I never used customer-groups. Check out this stanard-feature of OTRS, but I think it doesn't suit your needs. Thanks again for your help. Marcus Your welcome, Alex ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] Company customers
Thanks Alex, > > 1. Our customers are companies - but of course we get support > > requests from individuals. Obviously you can link them > together using > > the same CustomerID but what would be great would be the ability to > > select the customer from a drop down box when a ticket > comes in on order to set the CustomerID. > > Think about this solution: > OTRS receives a mail from an individual within one of your > "customer companies". Normally, his mail-address is stored as > customer-user-login and customerID/customer#. You can remain > the mail-address as customer-user-login, but change the > customer# to a unique string for all individuals of his > company, e.g. company name. > So you have stored the individual himself, but also his > belonging to the customer company. > This change can be done automatically through PostmasterFilter, e.g. > define a filter which searches for mail-addresses > [EMAIL PROTECTED] (you could also use the mail-domain as > customer# if you just want to define one single postmaster filter). > > Your individual contact persons within This sounds like it work well for us (and actually be better than my idea of a drop down box). Would this be done by setting a PostMaster Filter for every customer or would it be possible to script it - for example with a database that held Customer Name and mail-domain then a single filter that said look up the mail domain in the db and update Customer# with the corresponding Customer Name. If the latter were possible I'd probably be prepared to pay for someone to develop it ... Thanks again for your help. Marcus ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Company customers
Hi Marcus, Marcus Hopwood schrieb: Hi, We've been using OTRS in our organisation for about 6 months now and in many ways it does everything we want and has been a vast improvement over previous ad hoc systems. There are two areas that are frustrating though and may cause me to look elsewhere for other solutions: 1. Our customers are companies - but of course we get support requests from individuals. Obviously you can link them together using the same CustomerID but what would be great would be the ability to select the customer from a drop down box when a ticket comes in on order to set the CustomerID. Think about this solution: OTRS receives a mail from an individual within one of your "customer companies". Normally, his mail-address is stored as customer-user-login and customerID/customer#. You can remain the mail-address as customer-user-login, but change the customer# to a unique string for all individuals of his company, e.g. company name. So you have stored the individual himself, but also his belonging to the customer company. This change can be done automatically through PostmasterFilter, e.g. define a filter which searches for mail-addresses [EMAIL PROTECTED] (you could also use the mail-domain as customer# if you just want to define one single postmaster filter). Your individual contact persons within 2. Reporting - I'd love to generate some more reports - things that spring to mind are: Number of new tickets in office hours / out of hours Time between new ticket created and first agent response Time between new ticket and ticket closed Have a look at several posting of the last weeks (I did some postings). What are other people's experiences in these areas? Thanks, Marcus Bye, Alex ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] Company customers
Hi, We've been using OTRS in our organisation for about 6 months now and in many ways it does everything we want and has been a vast improvement over previous ad hoc systems. There are two areas that are frustrating though and may cause me to look elsewhere for other solutions: 1. Our customers are companies - but of course we get support requests from individuals. Obviously you can link them together using the same CustomerID but what would be great would be the ability to select the customer from a drop down box when a ticket comes in on order to set the CustomerID. 2. Reporting - I'd love to generate some more reports - things that spring to mind are: Number of new tickets in office hours / out of hours Time between new ticket created and first agent response Time between new ticket and ticket closed What are other people's experiences in these areas? Thanks, Marcus ___ 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 orr consulting for your OTRS system? => http://www.otrs.com/
