Znuny Open Source Ticketsystem

This sounds kinda weird...
Do you have a specific group entered here?: Frontend::Module###AgentTicketCustomer

Ah, just read the last post. It´s all about the creation of new customers.
We have solved this in a completely different way, since or agents are not allowed to change customer data ...

I have noone given permissions on "users", except for admin accounts (way higher permissions than agents!).

If you have no one with "users" permissions, how are your agents able to click on the "customer" link when creating a phone or email ticket? If I don;t assign RW to all agents for the ...

Hi all,

In my organization I have 2 languages in use: french and deutsch. As I use some FreeText fields in ticket creation, I would like to translate it. Is it possible?

Thanks in advance for your replies.

Hi all,

I want to have some agents that only have to create tickets on a queue. They can't lock tickets, change priority or another things. Just creating tickets.

So here's what I made:
- 2 groups called "Support" and "Phone",
- The queue is linked to the group "Support",
- 2 roles called ...

crythias wrote:In the CustomerAuth your CustomerKey is Address_ID
In the CustomerUser your CustomerKey is ADK_Key_2

It appears they should match. What do you think?

Sorry It was obvious I didn't find it!

Sorry for disturbing

Bye

# note: Login, Email and CustomerID needed!
(You're missing a Map to Login, perhaps?)

Hmmm I think I don't miss it because I got the mapping for "UserLogin" in my Config.pm.
And in Defaults.pm there's no mapping for a field called "Login".

If it can help someone, I see that in table customer ...

Yes it is... But I think that's more simple to use a checkbox for a choice "yes/no"

Hi,

It's exactly what I need. The freetexts are filled in other screens and I don't want that the users can modify them in this screen

Hi all,

the customers that are defined in OTRS are trying to login on the portal (customer.pl) but they always got the message "Panic! No UserData!!!".

What's the meaning of this?

The customers are not defined in OTRS but in another DB so I made some changes in Config.pm to connect to it. Here's ...

Hi all,

I just want to know if it's possible to set the comboboxes on AgentTicketFreeText read-only. To make it simple, I just removed the "Submit" button but I'm wondering if there's a more simple way to do that.

Thanks in advance

Salut,

Pour ma part, je suis en train d'implémenter OTRS dans ma société pour le suivi des appels clients sur les problèmes rencontrés avec les programmes que nous développons.

Quand je rencontre un problème, je publie dans le forum anglais, c'est assez efficace

A+

Hi all,

I wanted to use a FreeText Field as a checkbox but I cannot make it working.

Has anyone already done something like that?

I just want to add a simple checkbox to have a True/False value somewhere in ticket table. How to do it?

Thanks for your replies

Hi all,

I found that this table is used for FreeText fields in services

Hi all,

I just want to know for which purpose this table is used?

I've defined some services and SLAs but the table is empty.

Someone knows?

Oh sorry, I overread the user part.
If you don't mind it's not stored in the users table directly:
For AgentUsers you got one standard (comment) and one custom field ready to use. Both are editable in Framework -> Frontend::Agent::Preferences and stored as an extra line in the table user ...

Couldn't you just alter the DB mapping in the Config.pm?

Hi tisar,

I haven't found any mapping in Config.pm for users... I found for customers but not for users... And the point is that I created a new field in OTRS database so I'll be surprised how it will be updated or inserted?

But if you ...

Hi again,

So I finally make all the stuff working :-)
So if it can help: I had to modify the sub GetUserData, UserAdd and UserUpdate to manage the new field in the select, insert and update clause.
The point that almost makes me crazy is that I had to put my new field at the beginning of the update ...

Hi all,

I just want to know if it's possible to customize the forms to add/modify users in OTRS. I have users stored in an external DB (for an ERP) and as I have to make some interfaces between OTRS and ERP I want to store the IDs of the ERP users in OTRS.
I already add a field in the table "users ...

Shouldn't that be 'ADK_Key_2' or 'Customer_id'? I'm not sure though.

So if I assume that CustomerKey is the login name the user should be use to login on the portal, I have to use ADK_Key_2 (which is more user-friendly than an ID) and to store the ID of the Customer I set CustomerID to 'Customer ...

Hi,

I'm currently trying to install OTRS in my company and I have some trouble configuring all the stuff for the Customer BackEnd Database. I have to use the DB from the ERP to use it as the Customer Database.
So I changed Config.pm to use it and it works almost fine :-)

here is my config.pm ...