Phone ticket vs. Email ticket

[aph]

Hi all,
what is the functionality of a phone ticket? What is the added value of having separate phone and Email tickets instead of having just a ticket option? If phone ticket is for customers who don't have an email, why is there a mandatory field for 'customer user' where an email address is entered?

[jojo]

There are 3 ways for a customer to open a ticket:

- send an email to an mailaddress assigned to OTRS
- use the customer interface
- call an agent

The agent can open tickets in 2 ways:
- Inbound ticket (the customer contact the agent via phone, walk in etc) -> Phone Ticket
- Outbound ticket (the agent contact the customer via email) -> E-Mail Ticket

[aph]

Can the 'customer user' field in case of a phone ticket be made optional? I would like that a customer is not informed about certain tickets.

We provide different solutions such as CRM, AD etc to our customers. I can imagine cases where we realize there is a problem with one of the applications used by a customer. I would like the customer not be informed/bothered about this problem, but open a ticket to record the actions taken to resolve this problem. Can the sending of information to a customer about a ticket be made optional? I want the problem be associated with a customer (for reporting etc.), just want to have the option that a customer is not informed.

How can I achieve this?

[crythias]

Check SysConfig

[aph]

Well the option allows me to enable/disable auto response. I want to choose between when to inform a customer and when not to.

Say for example, I want to create a phone ticket. When I enter the name of customer user and create the ticket, the customer can see the ticket in the customer portal. I would like to be able to choose which tickets a customer can see in the customer portal and which tickets he can't, not just whether he/she is informed via Email.

[jojo]

you can add whatever you want in this field, if it is an email address (based on config)

[aph]

I don't quite get it. When I type in the customer name I get the suggestion "Customer XXXX" <customer.xxxx@xxxx.xxxx>. If I hit enter, this Email address is added

Unbenannt_60.PNG

If I enter anything else, I get the error

Code: Select all

Please remove this entry and enter a new one with the correct value.

How can the entry in field 'customer user' not be an Email address. Below is my customer user section from the config

Code: Select all

 $Self->{CustomerUser1} = {
        Name => 'LDAP Backend',
        Module => 'Kernel::System::CustomerUser::LDAP',
		Params => {
		# ldap host
            Host => 'xxxx-xxxx.xxxx.xxxx',
            # ldap base dn
            BaseDN => 'dc=xxxx,dc=xxxx',
            # search scope (one|sub)
            SSCOPE => 'sub',
            # The following is valid but would only be necessary if the
            # anonymous user does NOT have permission to read from the LDAP tree
            UserDN => 'CN=xxxx_xxxx_xxxx,OU=xxxx,OU=xxxx,OU=xxxx_xxxx,OU=xxxx_xxxx,OU=xxxx,DC=xxxx,DC=xxxx',
            UserPw => 'xxxx',
            # in case you want to add always one filter to each ldap query, use
            # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)'
	#            AlwaysFilter => '',
			# if both your frontend and your LDAP are unicode, use this:
            SourceCharset => 'utf-8',
            DestCharset   => 'utf-8',
            # if your frontend is unicode and the charset of your
            # ldap server is iso-8859-1, use these options.
           #  SourceCharset => 'iso-8859-1',
           #  DestCharset => 'utf-8',
            # die if backend can't work, e. g. can't connect to server
	#            Die => 0,
	#            # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
            Params => {
# # #                port    => 389,
# # #                timeout => 120,
# # #                async   => 0,
# # #                version => 3,
					 inet4 => 1,
            },
         },
# # #        # customer unique id
         CustomerKey => 'userPrincipalName',
# # #        # customer #
         CustomerID => 'userPrincipalName',
         #xaxCustomerID =>  'company',
		 CustomerUserListFields => ['cn', 'mail'],
        CustomerUserSearchFields => ['uid', 'cn', 'mail'],
	#    CustomerUserSearchPrefix => '',
	#    CustomerUserSearchSuffix => '*',
         CustomerUserSearchListLimit => 250,
    #    CustomerUserPostMasterSearchFields => ['mail'],
         CustomerUserNameFields => ['givenname', 'sn'],
        # show now own tickets in customer panel, CompanyTickets
	#        CustomerUserExcludePrimaryCustomerID => 0,
        # add a ldap filter for valid users (expert setting)
        # CustomerUserValidFilter => '(!(description=gesperrt))',
        # admin can't change customer preferences
	#        AdminSetPreferences => 0,
        # cache time to live in sec. - cache any ldap queries
	#        CacheTTL => 0,
         Map => [
            # note: Login, Email and CustomerID needed!
            # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
             [ 'UserTitle',      'Title',      'title',           1, 0, 'var', '', 0 ],
             [ 'UserFirstname',  'Firstname',  'givenname',       1, 1, 'var', '', 0 ],
             [ 'UserLastname',   'Lastname',   'sn',              1, 1, 'var', '', 0 ],
             [ 'UserLogin',      'Username',   'userPrincipalName',             1, 1, 'var', '', 0 ],
             [ 'UserEmail',      'Email',      'mail',            1, 1, 'var', '', 0 ],
             [ 'UserCustomerID', 'CustomerID', 'userPrincipalName',            0, 1, 'var', '', 0 ],
			 #xax[ 'UserCustomerID', 'CustomerID', 'company',            0, 1, 'var', '', 0 ],
            #[ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ],
			 [ 'UserPhone',      'Phone',      'telephonenumber', 1, 0, 'var', '', 0 ],
			 [ 'UserAddress',    'Address',    'postaladdress',   1, 0, 'var', '', 0 ],
             [ 'UserComment',    'Comment',    'description',     1, 0, 'var', '', 0 ],
         ],
    };

[crythias]

"when to inform a customer and when not to:"

1) disable autoreply per link
2) Inform a customer with Email ticket
3) Do not inform a customer with Phone ticket

[aph]

1) disable autoreply per link

Autoreply is disabled via Ticket -> Core::PostMaster. Additionally, no auto responses are configured for queues

2) Inform a customer with Email ticket

Alright.

3) Do not inform a customer with Phone ticket

I created a new phone ticket via the web interface:

Unbenannt_62.PNG

The information that a ticket was created is visible in the customer portal, when the customer logs in. I don't want the customer to know that a ticket was opened for an issue that occurred in the application he is using, yet be able to link the problem to this customer / his or her location.

How can I make it work?

[crythias]

. I don't want the customer to know that a ticket was opened for an issue that occurred in the application he is using, yet be able to link the problem to this customer / his or her location.

Please don't make us chase after this information. If that's the important part, please indicate it in its own topic.

The answer is to put the ticket in a queue that is a member of a group which the customer is not.

[aph]

Alright, I'll open a new topic.
viewtopic.php?f=62&t=25941