Hi to all.
Is there a way to create a new ticket ( via web as Phone Ticket, Email Ticket or Customer Ticket and/or via email) and let OTRS sets the customer_user_id = 'email' instead that = 'login', always ?
Roberto
How to set customer_user_id = email in new ticket
Moderator: crythias
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- Znuny newbie
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- Znuny Version: 3.3.6
- Real Name: Roberto Anselmi
- Company: Deloitte XBS
How to set customer_user_id = email in new ticket
OTRS 3.3.6 - Windows Server 2008 R2 standard - IIS 7.5
MySQL 5.1.51 - ActivePerl 5.16.2
MySQL 5.1.51 - ActivePerl 5.16.2
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- Znuny expert
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Re: How to set customer_user_id = email in new ticket
I think you need to change your Customer Backend
https://github.com/OTRS/otrs/blob/rel-3 ... s.pm#L1330
But note that by doing that, your current setup *might* behave strange (like missing tickets)... and in order to fix that, you woul have to update the tickets table to reflect your changes and modifying your database directly is not recommended, so befor doing anything, dont forget the backups!..and by the way, dont edit Default.pm .. just copy and paste what you need to edit in your Config.pm
https://github.com/OTRS/otrs/blob/rel-3 ... s.pm#L1330
But note that by doing that, your current setup *might* behave strange (like missing tickets)... and in order to fix that, you woul have to update the tickets table to reflect your changes and modifying your database directly is not recommended, so befor doing anything, dont forget the backups!..and by the way, dont edit Default.pm .. just copy and paste what you need to edit in your Config.pm
-
- Znuny newbie
- Posts: 29
- Joined: 23 Feb 2015, 19:02
- Znuny Version: 3.3.6
- Real Name: Roberto Anselmi
- Company: Deloitte XBS
Re: How to set customer_user_id = email in new ticket
Thanks, eandrex.
I'll take a look at your hint.
Roberto
I'll take a look at your hint.
Roberto
OTRS 3.3.6 - Windows Server 2008 R2 standard - IIS 7.5
MySQL 5.1.51 - ActivePerl 5.16.2
MySQL 5.1.51 - ActivePerl 5.16.2
-
- Znuny newbie
- Posts: 29
- Joined: 23 Feb 2015, 19:02
- Znuny Version: 3.3.6
- Real Name: Roberto Anselmi
- Company: Deloitte XBS
Re: How to set customer_user_id = email in new ticket
Hi, eandrex.
I change the customerkey from 'login' to 'email' (in the customer backend section of Config.pm)
# customer unique id
CustomerKey => 'email',
# CustomerKey => 'login',
and before I try to create a new ticket as customer user, I restart apache, mysql and the otrs scheduler too.
But without success.
When I see directly in the 'ticket' table (otrs db) I find that my new ticket has in the 'customer_user_id' field the 'login' value (instead of the email as I wish).
Any other idea? Or I've missed something else?
Roberto
I change the customerkey from 'login' to 'email' (in the customer backend section of Config.pm)
# customer unique id
CustomerKey => 'email',
# CustomerKey => 'login',
and before I try to create a new ticket as customer user, I restart apache, mysql and the otrs scheduler too.
But without success.
When I see directly in the 'ticket' table (otrs db) I find that my new ticket has in the 'customer_user_id' field the 'login' value (instead of the email as I wish).
Any other idea? Or I've missed something else?
Roberto
OTRS 3.3.6 - Windows Server 2008 R2 standard - IIS 7.5
MySQL 5.1.51 - ActivePerl 5.16.2
MySQL 5.1.51 - ActivePerl 5.16.2
-
- Znuny expert
- Posts: 213
- Joined: 04 Nov 2012, 23:58
- Znuny Version: OTRS 4.x
- Real Name: Esteban
- Company: NORTON DE COLOMBIA
Re: How to set customer_user_id = email in new ticket
Hi, You forgot to rebuild your config and just in case, delete cache(I had to do it in order to see the changes)
perl otrs.RebuildConfig.pl
perl otrs.DeleteCache.pl
perl otrs.SetPermissions.pl
service httpd restart graceful
perl otrs.RebuildConfig.pl
perl otrs.DeleteCache.pl
perl otrs.SetPermissions.pl
service httpd restart graceful