How To upload and share files with customers

[masoodfarooq91]

Hello Respected OTRS gurus and developers!
I want to share files with customers on OTRS. When a customer logins , i want a tab t his interface named docs, and when he clicks that tab, he should see his relevent docs only....,
While on the admin side, i should be seeing all files in a new tab, may be in the old tab, anywhere suitable.
Sorry my question is very raw, but thats all i have. Please Give me ideas and help to reshape and achieve this. May be sync or relate Google drive with OTRS somehow,, any other solution,,, anything?????????????????????????????

[crythias]

Dropbox, hosted sharepoint, hosted document manager...

[masoodfarooq91]

ya we are using google drive already, but i dont want to use a separate software,
or if it is necessary to use any other software, i want it to link it to OTRS, so that customers use only one interface, just the OTRS customer interface.

[BIG_jan]

depending on how big the files are:

create a ticket for the customer, where u upload the files into

[masoodfarooq91]

no not that, i want an organize storage type of thing, where every user can see its relevent files only. It will be perfect if it will be like that:- customer interface having a new tab named 'DOCS' ,, when he clicks on the tab, there is a list of all of his relevent docs. he clicks on the doc, and it is downloaded....>> that sort of thing. on the backend, files can be anywhere, g drive, dropbox, anything i dont care as long as it works......> google drive will be best if it is possible to link google drive with customer's interface

[reneeb]

This would need development.

There is a module https://metacpan.org/pod/Net::Google::Drive::Simple you could use... Your Google drive could be organised by using customer_id as a folder name. In the customer frontend you could display the files of the folder.

[jojo]

But this would be development

[masoodfarooq91]

I dont want to use a module as it sems difficult to undertand. Forget google for the timebeing, I just want it like that:
1. I want a new interface tab added to customer portal.
2. When user clicks on this tab, there are different buttons like upload file, view/download files, delete file.
3. When a user clicks on lets say upload file, a form should be opened with information to put in and a new file selection windows should be opened, and selected file must be uploaded to the specified path on server.
4. Also a record should be entered in a newly created table in OTRS database. And it should be viewed when user views all his files.


Now please first tell me how to create a new tab in customer logged interface?

[jojo]

hire an experienced OTRS developer

[masoodfarooq91]

@jojo: then what will i learn ? i want to learn.....! I believe if i can develop java and php apps , i can learn OTRS as well with some help. Unfortunately and fortunately, this is the only forum where i can get help.......>>

[jojo]

read the devel docs. Start with a simple module

[masoodfarooq91]

ya i am doing that along side, but i have to complete these tasks as well because i am just a junior developer in the company, i have to do these tasks. Can you please identify me the files where i can edit customer user interface, I want to add the new tab 'docs' alng side the exisintg tabs like new ticket, my tickets, company tickets, FAQs etc

[jojo]

these are registered module and menu items. It is not about changing a template only. please work on the basics first

Moved to Developer Forum

[hmmmm3]

Another option is to use the FAQ module. Because OTRS doesnt have a "docs" tab, I use the FAQ module to store documents that my customers can access.

You can create categories as well as restrict access to the articles.

Its not a bad work around until there is a better solution.

But I agree, its better to have everything in one environment.

[masoodfarooq91]

Another option is to use the FAQ module. Because OTRS doesnt have a "docs" tab, I use the FAQ module to store documents that my customers can access.

You can create categories as well as restrict access to the articles.

Its not a bad work around until there is a better solution.

But I agree, its better to have everything in one environment.

Can i allow one customer to see a specific article and restrict all other customers?

[hmmmm3]

Agents can be restricted to groups to restrict visibility ... but customers.... You may have to use customer groups for that. I have not tested it that way. However, I do use customer groups. But in theory...it should work. Let me know.

[crythias]

On another note, a ticket dedicated for this purpose is specific to the customer. Files can be added as additional articles/external notes, and the customer will have historical and dedicated access to it.

When necessary, an agent can link to that ticket.

My specific problem with the FAQ is that, to me, it generally breaks the flow of how I provide service. If it's probably truly an FAQ, I might consider making that an additional Template/Reply rather than trying to manage that information in some other environment. Oh, yes, documentation. But I use OneNote for that.

In my opinion, once I've shared a file or information in a ticket, I shouldn't need to provide it elsewhere. I should link to the information I've already provided to the customer. I have probably to look it up anyway.

[hmmmm3]

Is there a way to link OneNote to an agent's or customer account? Or something simular? I hooked up google calendar to OTRS, maybe the google drive is an option. Ill have to explore it.

I think the overall issue is how to efficiently link documentation, unrelated to a ticket, to an agent's or customer'saccount.

My solutions thus far have been:
1.) CMDB - I use this to store specific information about inventory (warranty documents, etc...). Pros: Very powerful Cons: I have never tried using it just for document storage. I imagine setting visibility restrictions would be nightmarish!

2.) FAQ - I use it to store Information about a agent...documents...etc... Pros: A lot easier to restrict with Categories and groups. .Cons: For document storage, not intuitive for a customer or agent. (because this is not how it was designed to be used). Its difficult explaining to them they need to create a FAQ to upload a document.

3.) My Imagination. I can click a tab in the menu thst allows me to upload documents for agents or customers. These documents are unrelated to tickes, but supporting informatiin ( insurnace doc, licensing info, sla agreements, etc. ?.) Pros: Its great! Works every time. Cons: My imagination exist, but the tab does not.


Please forgive my punctuation and spelling errors, today is a USA holiday...and my brain keeps telling me vacation....

[masoodfarooq91]

Is there a way to link OneNote to an agent's or customer account? Or something simular? I hooked up google calendar to OTRS, maybe the google drive is an option. Ill have to explore it.

I think the overall issue is how to efficiently link documentation, unrelated to a ticket, to an agent's or customer'saccount.

My solutions thus far have been:
1.) CMDB - I use this to store specific information about inventory (warranty documents, etc...). Pros: Very powerful Cons: I have never tried using it just for document storage. I imagine setting visibility restrictions would be nightmarish!

2.) FAQ - I use it to store Information about a agent...documents...etc... Pros: A lot easier to restrict with Categories and groups. .Cons: For document storage, not intuitive for a customer or agent. (because this is not how it was designed to be used). Its difficult explaining to them they need to create a FAQ to upload a document.

3.) My Imagination. I can click a tab in the menu thst allows me to upload documents for agents or customers. These documents are unrelated to tickes, but supporting informatiin ( insurnace doc, licensing info, sla agreements, etc. ?.) Pros: Its great! Works every time. Cons: My imagination exist, but the tab does not.


Please forgive my punctuation and spelling errors, today is a USA holiday...and my brain keeps telling me vacation....

Lolzz. Third option is a very good one if it comes to reality from imagination............
Actually the problem is to force customers to use any free repository tools. Drop box,Google drive etc etc are very good ones. But if a customer says I am not comfortable with these (with no apparent reason), it is very difficult to pursue them..........
So there should be , rather must be a document repository option with properly applied restrictions so that customers can see and download their relevant Docs whenever they want.

[jojo]

use a OwnCloud Setup for this...