Verify screenshot of customer user management

[ptay]

Would anyone who is using multiple IDs (company tickets) view my screen shot and see if anything is missing compared to yours? I don't see a "new column" but not sure if I should. From the description I "think" I should see an additional field/column called "CustomerIDs" to set up multiple IDs / companies.

I followed directions outlined here and made the mysql db and Config.pm changes to enable a customer with multiple IDs. Under 11.2.1.1. Customer with multiple IDs (Company tickets) page it says "The new column for the multi customer IDs can be edited via the agent interface in the section for the customer user management now."

Here is a screenshot:

[ptay]

Small bump as I did major edit on post. I want to confirm if there should be a new column or not. Thanks, PT

[crythias]

This worked for me:

Code: Select all

    Map => [
      # note: Login, Email and CustomerID needed!
      # var, frontend, storage, shown, required, storage-type
#       [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
      [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
      [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
      [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
      [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
      [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
      [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var' ],
#       [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
#       [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
       [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
    ],

I'm showing this as a sample. You have additional fields, so don't copy mine verbatim, just the relevant line with less entries than the docs show.

[ptay]

Hi,
Thanks for reply. You have a field on Customer User Manager screen called CustomerIDs then? I am using a stock install 2.4.7 with mysql backend.

By default there are more columns so removed the extra columns as Defaults.pm has http-link, readonly, http-link-target. Now I believe it matches your columns of # var, frontend, storage, shown (1=always,2=lite), required, storage-type.

Code: Select all

Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type

[ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ],
[ 'UserFirstname',  'Firstname',  'first_name', 1, 1, 'var' ],
[ 'UserLastname',   'Lastname',   'last_name',  1, 1, 'var' ],
[ 'UserLogin',      'Username',   'login',      1, 1, 'var' ],
[ 'UserPassword',   'Password',   'pw',         0, 0, 'var' ],
[ 'UserEmail',      'Email',      'email',      1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ],
[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var' ],
[ 'UserPhone',        'Phone',       'phone',        1, 0, 'var' ],
[ 'UserFax',          'Fax',         'fax',          1, 0, 'var' ],
[ 'UserMobile',       'Mobile',      'mobile',       1, 0, 'var' ],
[ 'UserStreet',       'Street',      'street',       1, 0, 'var' ],
[ 'UserZip',          'Zip',         'zip',          1, 0, 'var' ],
[ 'UserCity',         'City',        'city',         1, 0, 'var' ],
[ 'UserCountry',      'Country',     'country',      1, 0, 'var' ],
[ 'UserComment',      'Comment',     'comments',     1, 0, 'var' ],
[ 'ValidID',          'Valid',       'valid_id',     0, 1, 'int' ],
],

I have confirmed that customer_ids is in mysql customer_user table:

Code: Select all

mysql> show columns from customer_user; 
+--------------+--------------+------+-----+---------+----------------+
| Field        | Type         | Null | Key | Default | Extra          |
+--------------+--------------+------+-----+---------+----------------+
| id           | int(11)      | NO   | PRI | NULL    | auto_increment | 
| login        | varchar(100) | NO   | UNI | NULL    |                | 
| email        | varchar(150) | NO   |     | NULL    |                | 
| customer_id  | varchar(200) | NO   |     | NULL    |                | 
| pw           | varchar(50)  | YES  |     | NULL    |                | 
| salutation   | varchar(50)  | YES  |     | NULL    |                | 
| first_name   | varchar(100) | NO   |     | NULL    |                | 
| last_name    | varchar(100) | NO   |     | NULL    |                | 
| phone        | varchar(150) | YES  |     | NULL    |                | 
| fax          | varchar(150) | YES  |     | NULL    |                | 
| mobile       | varchar(150) | YES  |     | NULL    |                | 
| street       | varchar(150) | YES  |     | NULL    |                | 
| zip          | varchar(150) | YES  |     | NULL    |                | 
| city         | varchar(150) | YES  |     | NULL    |                | 
| country      | varchar(150) | YES  |     | NULL    |                | 
| comments     | varchar(250) | YES  |     | NULL    |                | 
| valid_id     | smallint(6)  | NO   | MUL | NULL    |                | 
| create_time  | datetime     | NO   |     | NULL    |                | 
| create_by    | int(11)      | NO   | MUL | NULL    |                | 
| change_time  | datetime     | NO   |     | NULL    |                | 
| change_by    | int(11)      | NO   | MUL | NULL    |                | 
| customer_ids | varchar(250) | YES  |     | NULL    |                | 
+--------------+--------------+------+-----+---------+----------------+
22 rows in set (0.00 sec)

I still have no CustomerIDs field.

To test I changed this line: [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], to [ 'UserSalutation', 'SalutationXX', 'salutation', 1, 0, 'var' ], which I think would show me SalutationXX on Customer User Management page and that doesn't work.

Would you know where primary config file it seems like my Config.pm isn't being read otherwise SalutationXX would be shown. I've been combing through docs and online resources for a few days and it is probably something simple but I'm missing it. Meanwhile, I'm learning more about OTRS which appears to be a good thing.

Thanks,
Paul

[crythias]

here goes:
Before:
Firstname: *
Lastname: *
Login: *
Email: *
CustomerID: *
Comment:
Theme:
(Select your frontend Theme.)
Language:
(Select your frontend language.)
Shown Tickets:
(Max. shown Tickets a page in Overview.)
QueueView refresh time:
(Select your QueueView refresh time.)
Closed Tickets:
(Show closed tickets.)

Code: Select all

/opt/otrs/Kernel # vi Config.pm

Code: Select all

    Map => [
      # note: Login, Email and CustomerID needed!
      # var, frontend, storage, shown, required, storage-type
#       [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
      [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
      [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
      [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
      [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
      [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
      [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var' ], #this may vary with your setup.
#       [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
#       [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
       [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],

AFTER (merely pressing F5 on the browser):
Firstname: *
Lastname: *
Login: *
Email: *
CustomerID: *
CustomerIDs:
Comment:
Theme:
(Select your frontend Theme.)
Language:
(Select your frontend language.)
Shown Tickets:
(Max. shown Tickets a page in Overview.)
QueueView refresh time:
(Select your QueueView refresh time.)
Closed Tickets:
(Show closed tickets.)

[ptay]

I got CustomerIDs field to appear. I reread http://doc.otrs.org/2.4/en/html/x1801.html from the top. First section 11.2.1 shows sample configuration of backend db. My Config.pm did not have $Self->{CustomerUser} = { blah blah blah } that sample did so I copied that into Config.pm. Went to browser and hit F5 and now I have the CustomerIDs field.

Thanks for the assistance!

[crythias]

I need to post for my sake that the config I'm using is unfortunately too old -- I clumsily based it upon 1.3, instead of 2.4.7, so if others read this, the original post docs are correct and my additions will not be correct.