Thanks Renee ..Thanks for understanding my requirement . i have differnet customers and i am panning to have with different queues .
On Tue, Jun 26, 2012 at 7:01 PM, Renée Bäcker < [email protected]> wrote: > On 26.06.2012 15:21, Susan Dittmar wrote: > > > > I cannot help you, Nevil, as we are not using the customer access at all. > > But I disagree with Johannes. I can imagine quite some applications of > otrs > > with *only* agents active, either without any customer access (other than > > for example mail), or even with only internal customers, where you do not > > need the custom view. So whether otrs can help you with your workflow, > > Nevil, depends on your application, not just on whether there's more than > > one person using the customer access. > > > > It's not about the customer portal, but the "customer" field in the > ticket mask. > > @Nevil: So, you have one customer per queue? or is it one customer in > whole OTRS? > > Then you need to configure what customer belongs to what queue (you can > do that with a new option in the SysConfig). Then you have to edit the > template for the (email?) ticket mask. This template is located in > <OTRS_HOME>/Kernel/Output/HTML/Standard/AgentTicketEmail.dtl . Just > delete the label and divs that belong to the field you do not need. > > The last step is to edit <OTRS_HOME>/Kernel/Modules/AgentTicketEmail.pm. > Delete all checks if the customer is set. Right before the ticket is > created, you have to get the customer for the chose queue from SysConfig > and pass that value to TicketCreate. > > For Fields that are not mandatory, you can just delete the fields in the > template and the checks in the module. > > I would recommend to create an add-on for those changes. That makes your > life easier when it comes to upgrades of OTRS. > > - Renée > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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