Hi,
I posted a version of this to the OTRS maillist last week, but received no
response. I just subscribed and I'm hoping to do better here.
We're in the pre-roll out customization phase and I'm interested in any
comments as to what we've done, and some help identifying where to go from
here.
We wanted to add a company field (and later may add more) to the customer log
in create new account. We are also going to add a telephone field.
Here's what we did:
To add a "company" field to customer_user and capture to DB on new account:
1) Add field to otrs mysql table (ALTER TABLE statement, nulls allowed as data
already in table) - also changed the corresponding XML file.
2) add form input create account for CustomerLogin.dtl
3) moved $Self->{CustomerUser}{...} block from defaults.pm to config.pm to
customize.
4) in $Self->{CustomerUser}{...} block in config.pm added to map array the
company field array (copied and adapted Email item), NOTE: to make this work,
we needed to have the "required" element set as "0" not "1" (Item 5 in array).
Possibly this is because there was pre-existing data or that the db column
allows NULLS. Testing showed that the data entered the DB if 0 but not when 1.
So we are capturing it.
Here's where we want to go:
Have the Company data show up in the right sidebar information in the Agents
ticket view - we found the output file AgentTicketQueueTicketView.dtl, but are
having some trouble finding where the data set used here populates. We went
into the Ticket.pm file and found the SQL statement in the TicketGet, and added
and tested a new item "CustomerCompany" that is returned in the dataset as
$Row[40]. But this doesn't seem to be what populates the dataset used in the
dtl file. We're total PERL tyro's, or at least I am (but have some experience
with other languages), so any help here will be greatly appreciated, and allow
us to understand how to make further customizations.
Future customizations include adding to preferences the ability for a customer
to edit email address, company and phone number (but not customer ID), and to
display Telephone and Company on all agent's ticket view pages.
The $64,000 question is, where do we populate the ticket object dataset, what
SQL is used, and can we add a simple text field to the ticket object? It's not
the greatest Database Management technique, but perhaps when a ticket is
created we can use the customer objects' Customer data to populate a Freetext
field?
Actually, I'd settle for a brief explanation of how the DB is read. We figured
out how to add to it.
Appreciatively,
Keith
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