Use OTRS NOTIFICATION TAG to display Company

[dd4v3]

Hi all,
I need to display Customer Company in Email Subject on Email Notifications to Agents.
I would like to use <OTRS_CUSTOMER_DATA_*> Tags, rather that create an answer for each Company, but can't figure out how to.
Any help would be appreciated.

Regards

DD

[KlausNehrer]

<OTRS_CUSTOMER_DATA_Firma>
<OTRS_CUSTOMER_DATA_UserCustomerID>

Note the mapping

[dd4v3]

Hi KlausNehrer, thank's for answering.

<OTRS_CUSTOMER_DATA_Firma>
<OTRS_CUSTOMER_DATA_UserCustomerID>

<OTRS_CUSTOMER_DATA_Firma> displays nothing
<OTRS_CUSTOMER_DATA_UserCustomerID> works properly, it displays the Customer ID which can be found in the Customer Configuration Page.

Note the mapping

What do you mean?

Thank you

DD

[dd4v3]

Hi, anyone?

[jojo]

show your customer map from Config.pm as Klaus already requested

[dd4v3]

Excuse me, didn't understand Klaus was asking that.

Could you please tell me which lines of which file shoud I post?

Regards

DD

[jojo]

show your Customer Configuration from Config.pm

[dd4v3]

Hi, this is my /opt/otrs/Kernel/Config.pm, hope is the correct file.
I've removed the database settings part.

# ---------------------------------------------------- #
# fs root directory
# ---------------------------------------------------- #
$Self->{Home} = '/opt/otrs';

# ---------------------------------------------------- #
# insert your own config settings "here" #
# config settings taken from Kernel/Config/Defaults.pm #
# ---------------------------------------------------- #
# $Self->{SessionUseCookie} = 0;
# $Self->{CheckMXRecord} = 0;

# Enable Customer Company linking.
$Self->{CustomerUser}->{CustomerCompanySupport} = 1;
# ---------------------------------------------------- #

# ---------------------------------------------------- #
# data inserted by installer #
# ---------------------------------------------------- #
# $DIBI$
$Self->{'DefaultCharset'} = 'utf-8';

# ---------------------------------------------------- #
# ---------------------------------------------------- #
# #
# End of your own config options!!! #
# #
# ---------------------------------------------------- #
# ---------------------------------------------------- #
}

# ---------------------------------------------------- #
# needed system stuff (don't edit this) #
# ---------------------------------------------------- #
use strict;
use warnings;

use vars qw(@ISA $VERSION);
$VERSION = qw($Revision: 1.23 $)[1];

use Kernel::Config::Defaults;
push (@ISA, 'Kernel::Config::Defaults');

# -----------------------------------------------------#

1;

[jojo]

there is no Customer Part in it. Please show your customer database settings

[dd4v3]

there is no Customer Part in it. Please show your customer database settings

Please, jojo, where can I find these informations?

[jojo]

it should be in the Config.pm. But as it not there it might be in Defaults.pm or in some other files. Please ask the person who did the setup

[dd4v3]

Wonderful.. I did the setup!

[dd4v3]

Ok, maybe I found it... /opt/otrs/Kernel/Config/Defaults.pm

# customer #
CustomerID => 'customer_id',
CustomerValid => 'valid_id',
CustomerUserListFields => [ 'first_name', 'last_name', 'email' ],

# CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'],
CustomerUserSearchFields => [ 'login', 'first_name', 'last_name', 'customer_id' ],
CustomerUserSearchPrefix => '*',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['email'],
CustomerUserNameFields => [ 'title', 'first_name', 'last_name' ],
CustomerUserEmailUniqCheck => 1,

# # show now own tickets in customer panel, CompanyTickets
# CustomerUserExcludePrimaryCustomerID => 0,
# # generate auto logins
# AutoLoginCreation => 0,
# # generate auto login prefix
# AutoLoginCreationPrefix => 'auto',
# # admin can change customer preferences
# AdminSetPreferences => 1,
# # use customer company support (reference to company, See CustomerCompany settings)
CustomerCompanySupport => 1,
# # cache time to live in sec. - cache any database queries
# CacheTTL => 0,
# # just a read only source
# ReadOnly => 1,
Map => [

# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target
[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],
[ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ],

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

# [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ],
[ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ],
[ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ],
[ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ],
[ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ],
[ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ],
[ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],
],
# default selections
Selections => {

# UserTitle => {
# 'Mr.' => 'Mr.',
# 'Mrs.' => 'Mrs.',
# },
},
};

Hope it helps.

DD

[dd4v3]

In the same file:

$Self->{CustomerCompany} = {
Params => {
# if you want to use an external database, add the
# required settings
# DSN => 'DBI:odbc:yourdsn',
# DSN => 'DBI:mysql:database=customerdb;host=customerdbhost',
# User => '',
# Password => '',
Table => 'customer_company',
},

# customer uniq id
CustomerCompanyKey => 'customer_id',
CustomerCompanyValid => 'valid_id',
CustomerCompanyListFields => [ 'customer_id', 'name' ],
CustomerCompanySearchFields => ['customer_id', 'name'],
CustomerCompanySearchPrefix => '',
CustomerCompanySearchSuffix => '*',
CustomerCompanySearchListLimit => 250,
Map => [

[jojo]

Show Customer Company Map

[dd4v3]

This is the tuotorial I've followed:

http://pynej.blogspot.it/2010/06/tracki ... -otrs.html

[jojo]

Defaults.pm is not allowd to be changed! And please show the Map for Companies.

[dd4v3]

I'm really sorry but can't understand what do you mean.

Where can i find the "Map for Companies"?

[jojo]

Map => [
......
];

[dd4v3]

That was posted on my previuos message (Defaults.pm):

Map => [

# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target
[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],
[ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ],

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

# [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ],
[ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ],
[ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ],
[ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ],
[ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ],
[ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ],
[ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],
],

Isn't it what you need?

[agaver]

I was having the same problem where I couldn't get the Company Data to link to the Customer ID.
After many readings I found the following link:
http://lists.otrs.org/pipermail/otrs/20 ... 23916.html

I have OTRS 3.1.3 and after following the instructions on the link I was able to link Customer IDs to their respective Company Names.
And, more importantly to also use <OTRS_CUSTOMER_DATA_CustomerCompanyName> to reference the correct Company Name
to be sent on automated notifications!

Thank you everybody!
---------------------------------------------------------------------------------------------------------------------
With the following information:
Greg Smith wrote:
> How do I assign customer users to a company?
# AdminSetPreferences => 1,
# use customer company support (reference to company, See CustomerCompany settings)
CustomerCompanySupport => 1, <<<<<<----Activate this feature

When you activate this CustomerCompanySupport Feature, then you can use
the Customer Company feature which will allow you to manage your
companies seperate from your customers. Then you will have a dropdown
menu for customerid.
-
Shawn Beasley

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