jonathan - we've hit the same issue and solved it with a little hacking of
html forms. the agent enters the caller into a name & email form, and the
next page they see is the phoneview form with that caller already entered as
a valid user.
Note:
- agent needs to be logged in to otrs first
- caller will get a new-user-email. we dress this up as a courtesy/privacy
notice.
- you no longer have a functional customer self-entry point. you could get
around this by more serious code work
1. new entry page: has the 'create new customer' form from the customer
entry page. It posts title, firstname, lastname and email to customer.pl
with action=CustomerCreateAccount. This takes the user's name & email and
creates them as an otrs user. You will then get...
2. ...the response page from customer.pl which is CustomerLogin.dtl, now
modified to be a blank page with the customer lookup form from the phoneview
page. The body of this page is
<body onLoad="document.compose.ExpandCustomerName.value='1';
document.compose.submit(); return false;" >
<form action="http://ourdomain.com/otrs/index.pl"; method="post"
name="compose">
<input type="hidden" name="Action" value="AgentPhone">
<input type="hidden" name="Subaction" value="StoreNew">
<input type="hidden" name="ExpandCustomerName" value="0">
<input type="hidden" name="SelectedCustomerUser" value="">
<input type="hidden" name="TicketID" value="">
<input type="hidden" name="From" value="[EMAIL PROTECTED]">
</form>
</body>
3. this blank page auto-submits itself and takes you into the phoneview page
with the new customer already selected.
- ben
------------------------------
Message: 4
Date: Wed, 3 Sep 2003 08:49:07 -0700
From: "Jonathan Cutting" <[EMAIL PROTECTED]>
Subject: [otrs] How to deal with calls from new customers?
To: <[EMAIL PROTECTED]>
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"
Hi,
What is the recommended way of dealing with calls from new customers? For
example, someone calls a help desk who doesn't exist as a 'customer' in
OTRS. How can an agent (without admin privileges!) enter in information
about a new customer? Right now it won't let me create a new ticket in
PhoneView without selecting a valid customer in the From field. Is there
something that I'm missing here?
Jonathan
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