Customer User field in AgentTicketProcess

[cbruigom]

Hi All,

I have created a process to be used by primarily customers to register certain service requests. the process works fine one the customer portal where the logged in customer info drives various conditions and ACL's for service limitation etc. however in cases that agents need to log these on behalf of customers I need to first enter the customer user (similarly to new phone ticket), however Customer User is not an available field to add to activity dialogs. I just want this available on the agent side not on the customer side.

Has anyone come across this before and how you handled it? Currently the only way I see around this is to log a normal phone ticket and then enroll it in the process however this is an additional step tat i would like to limit if possible.

This is on OTRS 4.0.13 Linux Ubuntu 14.04.

[crythias]

You can add the field for Customer on the Customer facing ActivityDialog and, in theory, it should not show (It tells you that certain fields aren't visible on the Customer side).

If that isn't sufficient, you certainly can recreate an ActivityDialog (for agents only).

[cbruigom]

hi Crythias,

thanks for the response. I however dont have Customer user as an option regardless of how i define the activity dialog. Do you know if there may be a setting that activates it as an available fields to drag into the AD?

Regards,

[crythias]

I believe it's just CustomerID or Customer.