Address Book - How do you enable it?

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rlwse
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Znuny Version: 2.4.9
Location: Walnut Creek, California, USA

Address Book - How do you enable it?

Post by rlwse »

Hi,

I am new to OTRS. What an amazing product. I downloaded and installed and configured it on a Fedora 13 system. It is running great, except the Address Book does not work when I am composing email responses within the agent system. When I click on the Address link the window comes up but when I search for known agent or customer names nothing happens.

I have reviewed the Admin Manual, other online information, and seached this forum and I cannot find any discussion on whether the address book is supposed to give you both agent and customer emails "out-of-the box" or whether you have to configure the system for it. If anyone knows how to configure it in Fedora I would very much appreciate knowing how.

Thanks,

rlwse
Currently running OTRS 2.4.9 on Fedora 13 with MySQL as database.
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crythias
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Re: Address Book - How do you enable it?

Post by crythias »

What version are you using? And where are you trying the address book (it appears that To: auto looks up agents in Compose Answer).
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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rlwse
Znuny newbie
Posts: 2
Joined: 14 Nov 2010, 01:40
Znuny Version: 2.4.9
Location: Walnut Creek, California, USA

Re: Address Book - How do you enable it?

Post by rlwse »

Hi crythias,

Thanks so much for the post and the suggestion about the signature. I have added the signature as suggested.

I discovered that the Address Book will, in fact, search the Customer's that are entered into the "out-of-the box" setup just fine. Work's nicely. So, that part has been resolved. :D

The Address Book I am referring to is the one that you get when you use, for example, "empty answer" to email a response. When the "Compose answer for ticket:xxxxxxxxxx" comes up there is an Address Book link that will open and the window contains a search button. That search function appears to search for Customer Users only. Quite often I would like to include internal agents on some of my responses and thought that the search would also be able to search the Agent Users. Sometimes the agents I want to include in the response I am composing are not associated with the Queue I am working on, but I want to include them in the email I am formulating for information.

The question is can OTRS be configured to allow the Address Book to also include agents in the Address Book Search? I suppose I could add all agents as Customer Users, too, but I would first like to know if there is a cleaner solution to it.

Since my original posting and your posting, I have enabled the Customer<=>Group feature to help limit the number of queues visible to customers. It works great for this purpose. And, the additional side effect to doing this is that now a specific Customer link is available in the Compose window to use to search for existing or add customers on the fly. Very nice feature to have enabled. My original question still remains about whether the Address Book can be configured to search and get an agent's email address.

Thanks so much,

Robert
Currently running OTRS 2.4.9 on Fedora 13 with MySQL as database.
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kokon
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Re: Address Book - How do you enable it?

Post by kokon »

I'm also interested in how to make address book to represent agents. I dont want customers in address book but agents. This is in the context of resending.
1. Is it possible?
2. How to do it?
HervE
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Re: Address Book - How do you enable it?

Post by HervE »

Hello,

Same for me. I would like to have both customers and agents as auto-lookup. Possible or not?

Regards,
HervE
OTRS 3.3.8 - Windows 7 - IIS7 - SQL Server - Firefox 30
Misa Zed
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Re: Address Book - How do you enable it?

Post by Misa Zed »

Hi there...thanks for this great piece of software !
One question though...among other things (for example getting a language translation for a frontend Login module which doesn't work so I had to do it "on the spot") I have a problem with Address Book...search option .
When I choose e-mail request, I can't perform search within Addres Book, just clears up the field...any thoughts ?
I'm an admin offcourse, and version is 3.0 .
I have about 15 customers for now...

Thanks...Miša
Misa Zed
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Posts: 10
Joined: 17 Mar 2011, 17:10
Znuny Version: 3.0

Re: Address Book - How do you enable it?

Post by Misa Zed »

OK, I got it...problem is only customers...when I need agent addresses here, why should I open a new e-mail request and send it to the customer ??
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