[OTRS3] eMail required for phone ticket?

[McReady]

Hello *.*,

I've already postet a similar question on the German board, but the answers didn't bring me further in one special question:
Why is "EMail" a "must have" field for adding a new customer?
Yes, there are humans on this planet which don't have a email adress! Usualy the give you service-tickets by phone.
Our agents cant ignore the email-field, so they have to fill in something that fits and is regogniced by DNS-resolving.

If've already tried to modify the Config.pm:

Code: Select all

        Map => [
            # note: Login, Email and CustomerID needed!
            # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target
			(...)
            [ 'UserEmail',      'Email',      'email',      1, ***1***, 'var', '', 0 ],

#            [ 'UserEmail',      'Email', 'email',           1, 0, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ],
            [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 0, 'var', '', 0 ],
			(...)
        ],

If i set the "1" marked with "***1***" to "0", the field isn't marked as required on the mask, but you can't save the new customer mask anyway.
The *** is of course NOT in my Config.pm!

There must be other OTRS-users with this problem, too.
How can this - for phone tickets - be solved? Or is there just a mistake in my support-process?

Thank you!

[BIG_jan]

don't how how to solve it nice, but an idea:

create an mail-address customer@yourdomain.com and let this be the email for the customers without mail.
this mailbox should be cleant every now and then.

[McReady]

Good idea, but OTRS checks, if the adress already exists. So you can't create a new user with an existing eMail-adress.

[crythias]

asked and answered several times.
1) Watch this video: http://www.youtube.com/watch?v=A1dp7QlM ... ideo_title
2) http://wiki.otrs.org/index.php?title=Cr ... mail_Users

[McReady]

Thank you for your fast reply. It works!

The reason why I didn't found the other asked questions is, that I didn't knew the correct english keywords for that matter.

[McReady]

Update: Don't try to get the dummy-mail-solution working, if you have Exchange 2007/2010 as emailserver... won't work because the smtp-stack first checks, if the email-adress is availible. So no chance to fake them
Switched to an email-domain running on a linux machine.

By the way: Is is possible to predefine the email-field for telephone-tickets with an expression like microtime()."@maildomain.com" (PHP-syntax, OTRS is Perl, I know)?
Then there would be predefined unique throw-away-adresses like "1089149107@maildomain.de" with no problems, as long as there are no 2 tickets just in the same second.

[crythias]

change AgentTicketPhone.dtl (won't survive updates) around line 71

Code: Select all

                        <input id="CustomerAutoComplete" type="text" name="From"// <-- after this line

<script type="text/javascript">
var d=new Date();
document.compose.CustomerAutoComplete.value=Date.parse(d)+"@mailinator.com";
</script>
 

[McReady]

Small update:

Code: Select all

<script type="text/javascript">
var d=new Date();
document.compose.UserEmail.value=Date.parse(d)+"@nomail.local";
</script>

This in /opt/otrs/Kernel/Output/HTML/Standard/AdminCustomerUser.dtl under

Code: Select all

<!-- dtl:block:PreferencesUserEmailInvalidSyntaxServerErrorMsg -->
                        </div>

will work fine, too.