Company Status show in ticket

[StClaus]

Hello Everyone,

can i show the "company status" (http://puu.sh/1ZSMJ) from the customer information center, in all tickets from this company?




Thanks in advance for any reply!


greetings,
StClaus

[StClaus]

Nobody any idea?
Who can I contact otherwise for this issue?

[jojo]

this requires custom development

[dantheman972]

jojo, could you point us in the direction of where to edit? I am a novice coder, this seems within reach (check to see if a customerID is present and then display the related info) but I have no idea where the appropriate files to edit are. Thanks, Dan.

[reneeb]

Kernel/Modules/AgentTicketZoom.pm (Perl module that collects all the info and passes them to the template)
Kernel/Output/HTML/Standard/AgentTicketZoom.dtl

[dantheman972]

Hello all, I believe I found a solution to this! If you add:

Code: Select all

CustomerCompanySupport => 1,

to the CustomerUser section of your config file it will show the company information in the customer info widget. For more info about this look for "CustomerCompanySupport" in Defaults.pm and also the section on "CustomerCompany" parameters in the same file. Cheers!

[StClaus]

Hey dantheman972,

thanks for your answer!

I have removed in the Default.pm (Kernel/Config/Defaults.pm) "#" and changed the 0 into 1.

Code: Select all

CustomerCompanySupport => 1,

After that i saved the setting, and have restarted the apache server. Bug in OTRS there were no changes found. The "company status" widget was not shown in the tickets.

What have i done wrong? Should i do more changes in the settings?

Thanks in advanced!
StClaus

[crythias]

don't change Defaults.pm! It gets overwritten with updates.

[StClaus]

Oh, thanks crythias!

I have copied the Config.pm to pastebin.
=> http://pastebin.com/0rkbk0dy

Where should i add the "CustomerCompanySupport => 1,"?
I have already copied the block "$Self->{CustomerUser} = {" (http://pastebin.com/qVmsXj5s) to my Config.pm. After that, i restarted apache.
But the "Company Info Widget", does not appear.

What have i done wrong?

[crythias]

There is no "Company Info Widget".

There is no "Company Status" widget.

What information do you wish to see populated in said widget?

By default, you will only see (in Customer Information) filled fields related to the Customer (and, if Customer Company Support is enabled, Company fields where Customer Customer_ID= Company Customer ID).

[StClaus]

Hi crythias,

thanks for your answer.

In the "Customer Information Center" you have on the right side the box "Company Status":





This "Company Status" ("widget") i want to show in all tickets from the company. Like this:




I hope, that you now know what i mean :)

[crythias]

There is no provision for that. It would require some development.

[dantheman972]

Yeah, I misspoke and wasn't very clear on my previous post. Defaults.PM is just the file where you can see all of your options for setting which is why I reference it to find more info. Any changes should of course be made to config.pm. And by Company Status I meant Customer Status. Separating the company info into it's own widget would definitely require further development but as long as your customers are always at the exact same company this should be a suitable solution.

And I guess the company info you are looking for is actually the number of tickets but what this gives you is the contact info entered for that company. Based on your original post this is what it sounded like you were looking for.