The first question to ask is: "Is the email coming from an established customer?" If yes, then the CustomerID will have already been established by you and will not be the email address. If no, then random entity that emails you is not a customer, and should not expect to have a CustomerID, but in the interest in making one, the best guess is the email address.
1. "Do NOT have OTRS automatically ..." see above. OTRS will do one of those two things. CustomerID cannot be blank. 2. "Modify the REPLY FORM." No. this is a bad idea. That's what the customer interface is for in the Ticket Zoom. But if you're going this far, you should have the customer in your customer database, THEN choose that customer in the TicketZoom/Customer interface On Fri, Feb 15, 2013 at 6:29 AM, Jean BROW <[email protected]> wrote: > > We can use CustomerID by overwriting it (replacing the email address with > the phone number). > > However, the optimal solution would be to do the follow (and the question > is if and how to achieve this) > > 1. Do NOT have OTRS automatically fill in the customerID field with the > email address of the sender > > 2. Modify the REPLY FORM to include the field CustomerID > > 3. Make the CustomerID field mandatory in the REPLY FORM so that it's not > possible to send the reply until this has been filled in. > > > Is it possible to modify the REPLAY FORM that the agents are using? > > > > 2013/2/14 Gerald Young <[email protected]> > >> Also, I of course mean "left hand side" (under the search box) for >> Customer. >> >> >> On Thu, Feb 14, 2013 at 8:38 AM, Gerald Young <[email protected]> wrote: >> >>> "this is automatically populated ..." when the customer's email doesn't >>> exist/is invalid in your customer list. If you assign a CustomerID, it wins. >>> >>> But, if that isn't good enough: >>> The customer information GUI through OTRS relies on the listing of Map >>> for CustomerUser for the Customer Source chosen on the right hand side to >>> look up the customer. >>> If your CustomerUser source is the CRM itself (why is this not a good >>> idea?), you can Map any available fields. >>> If the CustomerUser is local/otrs database and you need a new field not >>> referenced, you will need to extend the schema (alter table) to include the >>> field, then reference that field in the Map. >>> If the CustomerUser source is, for instance, LDAP/Active Directory, you >>> can use any relevant attribute in the Map. >>> >>> http://forums.otterhub.org/viewtopic.php?f=60&t=7787 >>> >>> The Map has entries that look like this: >>> # var, frontend, storage, shown (1=always,2=lite), required, >>> storage-type, http-link, readonly, http-link-target >>> [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', >>> '', 0 ], >>> >>> "UserSalutation" (UserMyField) is how OTRS will reference the field in >>> Replies, Responses, etc. >>> "Salutation" (My Label) is what label displays in a form for this field. >>> 'salutation' (my_field) is the fieldname or attribute for the back >>> end/database/ldap (key) >>> 1 is for when it is shown (almost always 1) >>> 0 is whether the field is required >>> 'var' is an arbitrary value that, as long as it's not "int" means >>> "string" >>> '' (double apostrophes) is a field that holds a URL that encapsulates >>> this field (see the link) >>> 0 is whether the field is read-only (This can't be used to override the >>> readonly of the source backend.) >>> not shown, but the http-link-target is if you want to use, for instance, >>> "_blank" to pop up the link. >>> >>> >>> >>> >>> On Thu, Feb 14, 2013 at 6:12 AM, Jean BROW <[email protected]>wrote: >>> >>>> We are working on linking an external CRM system to OTRS tickets. We >>>> were planning to use CUSTOMERID as the link field but this is automatically >>>> populated with the email address of the customer who submitted the ticket. >>>> Therefore we need to create a CUSTOM FIELD in OTRS that our customer >>>> service agents can populate with information (specifically the phone number >>>> of the customer) which we will then use to link to our CRM system. >>>> >>>> How, step by step, can I create a custom field in OTRS? >>>> >>>> Thanks in advance. >>>> >>>> >>>> --------------------------------------------------------------------- >>>> 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 >>>> >>> >>> >> >> --------------------------------------------------------------------- >> 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 >> > > > --------------------------------------------------------------------- > 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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