Multi external customer database backend

[ndhvu275]

Dear all,

I'm working OTRS with multi external customer DB backend, I've done by configured, it's really very nice. Btw, a requirement how can I make a field in phone ticket screen (a dynamic field or ticket type field) relate to one of these multi external customer DB. Let me give an exmaple for detail:

I assume to made the relation between ticket type field and these multi external customer DB (2DBs: A va B)

When I choose ticket type is A in phone ticket screen, only allow to search customers of DB A to fill in From Customer textbox.
And I choose ticket type is B in phone ticket screen, only allow to search customers of DB B to fill in From Customer textbox.

Note: it maybe a field is another dynamic field instead of ticket type for above example

Please help me for this stuff and have anyidea abt this.

Thanks & best regards,

Hoang Vu

[ndhvu275]

Hi,

Anyone can help me about this requirement? Or give me some suggestion?

Thanks & best regards,

Vu Nguyen

[ndhvu275]

For work around

Can I use ACL to config to select one of external customer

If can, please show how to in ACL to possible select external customer database

Thanks a lot

Vu Nguyen

[crythias]

The ticket Type or Queue should not be related to the customer.

[ndhvu275]

The ticket Type or Queue should not be related to the customer.

Hi crythias,

Thanks your recommends. But my customer want to do like this, even it will be customize. Below pic is more detail to explain

3-12-2013 9-27-34 AM.png

For now, my path is going on 2 solutions

Solution 1: Using ACL to config for using what external customer db when type/queue is selecting. But I dun know OTRS supports to write like this in ACL or not? If possible, how to write in ACL

Solution 2: Have to customize the coding. See in config:

Code: Select all

CustomerUserListFields => ['first_name', 'last_name', 'email'],

, this config is related to search tips like above picture. I tried to find this on AgentTicketPhone.pm and AgentTicketPhone.dtl, but did not see where coding is built the search tips. Do you know where is this coding part, please show me

Please help me, thanks in adv

Vu Nguyen