CustomerUser / CustomerID fields in "ViewFreeText"

[gawkla]

Hello Team
I have OTRS v5.05
I need to display CustomerUser / CustomerID fields in "ViewFreeText" window.
The best will be if these fields can be edited.

Can you help me how to do it?

[crythias]

Either it's available in SysConfig or it's not. but there *is* a Customer button which is dedicated to changing that information. If it's something where you're constantly modifying a field *and* changing the customer after the ticket has been created, perhaps it might be of interest to determine why the wrong customer is being able to be the customer of the ticket so often.

[gawkla]

Hello
Thanks for fast answer.
I looked at sysconfig but can't find options related to this. Can you give me more detailed directions?

Why we need change customer?
For some customers Our team is working as second line / third line support. In that cases we receiving tickets from other systems / other teams. Original customer is not clearly visible in "from" address. But we want to tie these tickets for original customers. This is the reason why we changing Customer so often.

Because there are many other dynamic fields for every ticket (FreeText), it would be great if we can put all necessary fields which must be setup during ticket assignment on one page. In that case on "FreeFields" page dispatcher can set all needed fields and not need to jumping between other pages / buttons.

BTW, another issue is comming from this model. We would setup automatic outgoing mail on "TicketClose". But during changing customer we loosing information about initial requestor email address.
Sometimes we should inform only initial requestor about ticket close. Sometimes also original customer should be informed.

This is another area which I need to cover. I am thinking about copying initial sender address info another dynamic field. (How?).
Maybe other sugestions?

[reneeb]

If you can get customer information from initial mail, you could try to use a postmaster filter to set the customer id. That way the agents won't need to set the customer manually.

You can't combine the "Free Text" dialog with the "customer dialog". That would need development...

[gawkla]

Other question: is there easy possibility to have FreeField / Dynamic Field "maped" to customer_user table? I want to have system auto-completation feature on this field. For example, starting typing few letters in this field should give me possibility to pickup matched records from customer_user table (emails) ?

[crythias]

is there easy possibility to have FreeField / Dynamic Field "maped" to customer_user table?

This requires development. The fields are for the Tickets. If you want to add fields to a customer, you can alter the database table for customers, add a field (my_NewField) and then add that field in the CustomerUser Map in Config.pm (that, if it doesn't exist, you copied the CustomerUser section from Defaults.pm to Config.pm