Disable Customer Mandatory Field When Creating Phone Ticket

[JojoModjo]

Hi All.

I would like to know how i can disable the customer field from being mandatory. Our service desk need to be able to login in phone tickets without having to notify the customer via email, so we don't need to input the clients email address just his name.
Kindly assist.

Phone Ticket.PNG

[jojo]

you can switch off the notification for tickets created by web. Otherwise you'll loose customers information on the ticket

[JojoModjo]

you can switch off the notification for tickets created by web. Otherwise you'll loose customers information on the ticket

Hi Jojo,

Thanks for the reply, kindly just point to me where i can go disable the customer notifications for ONLY phone tickets.

[jojo]

Search for AutoResponseForWebTickets in Sysconfig or are you still on the old and outdated 3.1.?

[JojoModjo]

Search for AutoResponseForWebTickets in Sysconfig or are you still on the old and outdated 3.1.?

No, i am using the new 5.0.14, i have set the AutoResponseForWebTickets to no but it still insists i need to input the the full customer's email address . But now what i would like to do is that when the agents are creating a phone ticket they don't have to write a full email address just the customer FirstName or and SecondName. Is this possible my friend?

[jojo]

it seems that you have no customer database assigned?

[JojoModjo]

it seems that you have no customer database assigned?

No sure if i get you.
What i do have is a customer table on my otrs database try to keep in mind the system will not be accessed by customers only agents.

For example:

The 3.1.1 otrs version doesn't have the customer user field as mandatory, we could just use any arbitrary customer name to create a ticket.

3.1.1 phone.PNG

But in the new 5.0.14 this field is mandatory and must have an email address typr into it inorder for phone ticket to be created.

Phone Ticket.PNG

In short i would like to make the 5.0.14 phone ticket process to be the same as the 3.1.1, where agents can input customer names without having to input their email addresses. For email ticket creation that is well and fine, they can use email addresses to create tickets.

[jojo]

also 3.1. hat it mandatory.You have to switch off the email syntax and MX checks

[JojoModjo]

also 3.1. hat it mandatory.You have to switch off the email syntax and MX checks

That did it. . I just had to go to Edit Config Settings in Framework → Core

Capture.PNG

Thanks alot friend. I am grateful for this.