Distinguish between declarant and beneficiary of a ticket

[HervE]

Hello forum,

I have to face to the following case: make it able to distinguish between the declarant of a ticket, and the beneficiary of the same ticket.
Indeed it occurs that the person who declares the incident (or the request) does it on behalf of another person (the beneficiary). Typically, a secretary for a manager.
Both persons are stored in customer_user table.

As I imagine, I would do it this way: add a new customer_user_id field in ticket table (let's call it declarant_id for instance).
Then map this field, then add this field to the appropriate screens.

But before doing that, I thought it would be better to ask you for a piece of advice.
For I guess some of you may have experienced this case already, and may have a better solution (easier, simpler, faster)?
Or maybe there is a package that matches exactly this case?

I just cannot search the web about it, because I have no idea of the very words to look for. The words "declarant" and "beneficiary" are correct, but I got them by translation from French. I bet they are not the most idiomatic for that purpose, and that's why they lead me to nothing.

Best regards,
HervE

[crythias]

Are you asking how a secretary can open a ticket on behalf of her manager? In that case, once the submitter indicates the real customer, I manually change the ticket to the actual customer. This tends to cc both upon interaction.

[HervE]

Thanks for your answer.

Yes and no.
I see what you mean, and since I have a little experience of OTRS use, I thought of that too.
But...

...once you have indicated the "real customer", there is no track in ticket information about the "declarant" (although, of course, if you reply to the mail, both addresses will come in either To or Cc).
I would like something like "two different customer users for the same ticket", one being the writer, the other being the requester.

Moreover, I'd like to let the "declarant" (or "submitter") indicate by himself the beneficiary, in the case of ticket creation through the customer portal. And there is no such field in the "new ticket" screen.
OK, that is not very complicated to add, and I think I'd manage.
But like I said, this post is rather aimed to gather the experience some may have of this case, as I guess it must happen regularly (especially maybe in big administrations, banks, whatever).
I have the idea of what I could do and how, but I want to put out feelers because my idea may not be the best.

Regards,
HervE

[crythias]

The idea of one ticket one customer is inherent in the system. To open tickets on behalf of another would require an interface like a generic form that allows spoofing of email addresses.

[HervE]

a generic form that allows spoofing of email addresses.

Not if there is a mechanism that looks for it in the customer_user table, just like there is in AgentTicketPhone form.

I was told in some programs the customer request form includes a radio button "For me: yes or no"; if you check 'no' then you have to fill in the beneficiary of the request.

But remembering what you said first - i.e. only manually modifying the actual customer - it might answer the needs... I don't know yet, I have to check.
At worst, if the secretary always submits on behalf of his manager (and never for himself), I could add a generic agent to automatically modify the actual customer whenever he places a new ticket

Regards,
HervE

[crythias]

I could add a generic agent to automatically modify the actual customer whenever he places a new ticket

or postmasterfilter

[HervE]

Yes, sure.
(Sorry, I didn't practise for a while and I'm a bit rusty )

Regards,
HervE