About the CustomerID field

[spammeatwill]

Hi,

I have some issues regarding the 'CustomerID' and 'From' fields, I hope someone can help me out.

When I try to close a ticket or add a note, I have to fill in the 'CustomerID' field, since it is mandatory.
If the ticket already has a CustomerID set, the agent needs to "remember" the 'CustomerID' to keep it intact.
Is auto-completion possible on this field, or have it automatically filled with the original ticket 'CustomerID'?

Other issue, regarding phone tickets, is that the email may be empty in our customer backend database for a given customer.
In this cases, the 'From' field is not correctly filled (email is missing!) and it gives a syntax error on commit.
Is it possible to ease the phone ticket creation for an agent with some sort of default email?

Thank you so much.

[crythias]

I don't know why you have to add a customerID to a note or close. That's part of the ticket already. More info? Screenshot?
Email is *required* for a ticket, so a blank email for a customer is a bad thing. No, you shouldn't fake it, either, but if you must, then make a bunch of mailinator.com emails.

[spammeatwill]

Thank you crythias, your tips were helpful.
I believe we are using the CustomerID on close because sometimes agents open tickets with their own emails, but then we need to account time for a customer... it's a mess.
I'd like to change this way of using OTRS soon, but for that I need some way to do this in a very simple manner or agents will "forget it".
About the emails, if an agent creates a ticket with a customer email, but not the email that is registered for the customer, how can I bind the ticket to that customer?

Thank you!

[crythias]

Well, if you're creating the ticket in the OTRS web interface, you simply choose the customer. If your agents are creating the tickets via email, that's a slight bit trickier, but...

http://forums.otrs.org/viewtopic.php?f=62&t=4687 is my solution...

if I get an email from a user, I forward it to otrs with
#customer email@address.com

[spammeatwill]

I think I have explained it wrong.
What I meant was that when an agent answers a phone call, the calling person may have a different email address from the one registered as a customer.
They may even not know that email address, so the agents create tickets with a different email address, although the customer is the same,

Thanks.