Hi all,
we've been working with OTRS with great success, the ticket system
really helps.
To connect OTRS with g*Sales, our management-system, I configured a
CustomerUserBackend in the Config.pm, which also works great - with one
minor bug:
We store the customer information in a MySQL-table, together with the
gender (column gender tinyint(1)), and use a mapping in the scripts:
0 => male, salutation "Herr",
1 => female, salutation "Frau"
This Map is also configured in OTRS (Config.pm):
===
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite),
required, storage-type, http-link, readonly
[ 'UserSalutation', 'Anrede', 'gender', 0, 0,
'int', '', 1 ],
[ 'UserCustomerID', 'CustomerID', 'knr', 1, 1,
'var', '', 1 ],
[ 'UserCompany', 'Firma', 'firma', 1, 1,
'var', '', 1 ],
[ 'UserLastname', 'Name', 'name', 1, 1,
'var', '', 1 ],
[ 'UserLogin', 'Username', 'knr', 0, 1,
'var', '', 1 ],
[ 'UserPassword', 'Password', 'passw', 0, 1,
'var', '', 1 ],
[ 'UserPhone', 'Telefon', 'telefon', 1, 0,
'var', '', 1 ],
[ 'UserEmail', 'eMail', 'email', 2, 1,
'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}',
1 ],
[ 'UserComment', 'Comment', 'kommentar', 1, 0,
'var', '', 1 ],
[ 'ValidID', 'Valid', 'status', 0, 1,
'int', '', 1 ],
],
# default selections
Selections => {
UserSalutation => {
'0' => 'Herr',
'1' => 'Frau',
},
},
====
The "Selections" are also configured as shown above.
In OTRS, I changed the default salutation to make use of
<OTRS_CUSTOMER_DATA_UserSalutation>, but this only brings "1" or "0" in
the message text, which is not, what the "Selections" suggest: display
the given replacements, instead of the actual values in the dataset.
So I started digging in the Code. The - for me - only possible place for
the replacement would be in Kernel/System/CustomerUser/DB.pm, sub
CustomerUserDataGet() There are references to the Map-part, but no
access to the "Selections". grep doesn't find references to "Selections"
at all, not in the whole sourcecode.
Do I misunderstand the documentation / example on
http://doc.otrs.org/2.3/en/html/x1638.html, or is this a real bug?
To fix this issue for me, I could replace the column with a varchar(),
and use the real words used in the salutations, but probably this would
cause other issues (e.g., Confixx uses also ints to save the customer's
gender in the database).
Thanks in advance!
Best regards,
Anton Dollmaier,
ADIT Systems
--
ADIT Systems
Anton Dollmaier junior
Im Moos 22
84323 Massing
Telefon: +49-700-46862348* (Mo-Sa, 10:00-20:00 Uhr)
Telefax: +49-8724-911242
(*: 12ct./Minute aus dem Netz der DTAG, ggf. abweichende
Kosten aus dem Mobilfunknetz)
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