Creating New Tickets With The Company Infomation

[matty83]

I am looking for a way to create new tickets based on the infomation stored in the customer_company table not the customer_user table. When I create a new phone or email ticket I would like the From Customer: field to autocomplete against the company table not the user table. If possible, next to options, instead of clicking customer and bringing up that table I would like to click on company and bring up that table.

My ultimate goal is to make OTRS company centric instead of user centric. I understand how to add columns to the various tables and set the customerid to the company id to link them but this doesn't work in our case. I have no problem with modifying the code myself, but I can't seem to find the sections of code I need to work with.

Thanks.

Matty

[crythias]

Why not make the company a customer?

[matty83]

I thought about doing that but then the issue would arise of having multiple contacts under the same company as we never know who is going to call in. If we entered tickets by company then the multiple contact information would still be there tied to one company but we would have only one instance of the company. I am trying to avoid typing in contact info for everyone that calls from a specific company. I know the autocomplete will work if they exist but if they don't I have to obtain that info from them in order to proceed. I would like to avoid this step if at all possible.

[crythias]

but why bother for everyone? Just start typing the Company Name anyway,,,