Hi,
I have managed to get OTRS talking to our CRM system using a
table view. From this, we can pull relevant user information.
I have two problems, neither of wich are show-stoppers :)
When a ticket is created, either through an incoming email or
the "Ticket-Email" module, the customer details are not immediately
visible. I need to use the 'AgentTicketCustomer' function to search on
the email address that has been picked up to get it to display the
customer details. Similarly, in "AgentTicketEmail", the Customer Info
block on the right hand side of the ticket does not get updated. We have
a secondary Customer Database using Active Directory, and this updates
fine automatically.
Secondly, the database has a unique numeric identifier for each
customer contact which is ideal to use as an internal customer ID. This
number is completely meaningless to our agents, so I would like to be
able to hide this in the web UI. However, I cannot seem to do this in
the 'AdminCustomerUser' screen, I always end up with a column containing
the number. It would also be nice to display a customer's name instead
of the numeric ID when viewing ticket queues. I have tried playing with
the dtl files but can't seem to work the correct magic. Is there any way
fo getting a list of available variable substitutions for a dtl?
My CustomerUser definition is below.
Am I doing something wrong, or am I asking something that OTRS
does not do (if so, can someone point me in the direction of where in
the code I can prod and poke to make it do this please?)
Thanks in Advance,
Dave
-----------------------------
$Self->{CustomerUser} = {
Name => 'Database',
Module => 'Kernel::System::CustomerUser::DB',
Params => {
# if you want to use an external database, add the
# required settings
DSN => 'DBI:ODBC:OTRS',
User => 'otrsuser',
Password => '********',
Table => 'otrs_customers',
Type => 'mssql'
},
# customer uniq id
CustomerKey => 'uid',
# customer #
CustomerID => 'email',
CustomerUserListFields => ['company_name', 'first_name',
'last_name', 'email'],
CustomerUserSearchFields => ['first_name', 'last_name', 'email',
'company_name', 'full_name', 'uid'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['email'],
CustomerUserNameFields => ['first_name','last_name'],
AdminSetPreferences => 0,
CustomerUserExcludePrimaryCustomerID => 0,
# just a read only source
ReadOnly => 1,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required,
storage-type, http-link, readonly
# [ 'UserSalutation', 'Salutation', 'salutation', 1, 0,
'var', '', 1 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 0,
'var', '', 1 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 0,
'var', '', 1 ],
[ 'UserEmail', 'Email', 'email', 1, 0,
'var', '', 1 ],
[ 'UserCustomerID', 'CustomerID', 'uid', 0, 0, 'var', '', 1
],
[ 'UserLogin', 'CustomerLogin', 'email', 0, 0, 'var', '', 1
],
[ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '',
1 ],
[ 'UserComment', 'Company', 'company_name', 1, 0,
'var', '', 1 ],
],
};
------------------------------
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