We have the following situation:
IT Departments at various locations report problems from their respective location to the central IT of the organization. The central IT treats local IT departments as customers and would like them to open tickets using the customer portal. However, we also have to record the end user who reported the probelem to local IT in the first place as well as inform him/her about the ticket status. At the same time, it is not intended that end user can log into customer portal.
For this purpose, I wanted to add the field 'To customer user' to Frontend::Customer::Ticket::ViewNew (similar to the field in new ticket view in the agent interface). However, it is not possible to add an email field to dynamic fields. I would like that one can enter the email address of the end user and information is fetched from the database, as in case of new ticket in agent interface.
Another technical question: Is the customer user information fetched from the local DB or can it be read from LDAP when an LDAP backend for customer users is configured.
Thanks a lot
Dynamic fields customer new ticket
Moderator: crythias
Dynamic fields customer new ticket
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache