Hi Everyone,
I am currently using Microsoft Dynamics CRM as a Customer DB Backend,
configuration as follows from my Config.pm. This makes it possible to directly
assign customer data automatically as soon as a new ticket is created. In this
case the email sender address of the customer is used to find the related data
from CRM (map customer data).
What I want to do now is to create customer user accounts directly in OTRS DB
and use the email address as login. When trying to do this OTRS gives an error
due to the fact that the same email address is used as login and 'CustomerKey'
(CustomerKey => 'ContactEMail') for the CRM DB since OTRS takes all connected
DB's in account when looking at the 'CustomerKey'. So, I was trying for CRM DB
to change the CustomerKey to the CRM contact ID of the user account, referenced
below as 'New_contactnumber'. But now the only information that gets
automatically filled in the ticket is the 'CustomerID' but the other customer
data remains empty until I manually set the customer again via ticket menu
People > Customer, and that perfectly resolves the email address as before.
The question is: Why doesn't OTRS fill the Customer Information automatically
anymore?
________________________________
# CustomerUser
# (customer user database backend and settings)
$Self->{CustomerUser2} = {
Name => 'Dynamics CRM',
Module => 'Kernel::System::CustomerUser::DB',
Params => {
DSN => 'DBI:ODBC:mssqldynamics',
User => 'OTRS',
Password => 'xxxx',
Table => 'OTRSInfo',
ForeignDB => 1,
CaseSensitive => 1,
},
CustomerKey => 'New_contactnumber',#unique key
CustomerID => 'AccountNumber',
CustomerUserListFields =>
['ContactFirstName','ContactLastName','AccountName','ContactEMail','New_contactnumber'],
# * CustomerUserSearchFields: This array is for the customer search *
CustomerUserSearchFields =>
['AccountNumber','AccountName','ContactEMail','New_contactnumber'],
CustomerUserNameFields => ['ContactSalutation','ContactLastName'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserPostMasterSearchFields => ['ContactEMail'],# * fuer die
zuordnung nach mail eingang durchsuche nur nach email adresse *
CustomerUserSearchListLimit => 250,
CacheTTL => 1000,
ReadOnly => 1,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type, http-link
['UserLogin', 'Username',
'New_contactnumber', 0, 1, 'var'],
['UserCustomerID', 'CustomerID', 'AccountNumber',
0, 1, 'var'],
['V_GP_ParentAccount', 'GP_ParentAccount',
'ParentAccount', 1, 0, 'var'],
['V_GP_NAME', 'GP_NAME', 'AccountName',
1, 1, 'var'],
['V_GP_KUNDENNR', 'GP_KUNDENNR', 'AccountNumber',
1, 1, 'var'],
['V_AP_VORNAME', 'AP_VORNAME', 'ContactFirstName',
1, 1, 'var'],
['V_AP_NAME', 'AP_NAME',
'ContactLastName', 1, 1, 'var'],
['UserEmail', 'Email', 'ContactEMail',
1, 1, 'var'],
['V_AP_ANREDEBRIEF', 'AP_ANREDEBRIEF',
'ContactSalutation', 0, 1, 'var'],
['V_GP_STAAT_BEZ', 'GP_STAAT_BEZ', 'AccountCountry',
1, 1, 'var'],
['V_GP_Region', 'GP_Region',
'AccountTerritory', 1, 0, 'var'],
['V_GP_AccountId', 'GP_AccountId', 'AccountId',
0, 0, 'var'],
['V_GP_AccountOwner', 'GP_AccountOwner',
'accountowner', 1, 0, 'var'],
['V_GP_New_contactnumber', 'GP_New_contactnumber',
'New_contactnumber', 1, 1, 'var'],
],
};
________________________________
Regards,
Rick
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