Customize "Link" functionality

[GMunjal]

Hi,

I want to customize 'Link' functionality presented on AgentTicketZoom page. I want to link tickets of the same customers only(not users). Is there any way to do this? Where should I add check for this?

Thanks & Regards,
GMunjal

[reneeb]

You should edit the sub ObjectSearch in Kernel/System/LinkObject/Ticket.pm

[GMunjal]

Hi,

I am not able to find the place where I should write code. Can u please help me!

Thanks & Regards,
Gaurav

[reneeb]

https://github.com/OTRS/otrs/blob/rel-3 ... et.pm#L273

The ticket search has to return those tickets that have the user CC'ed (see http://otrs.perl-services.de/docs/otrs/ ... earch.html for the options you can use in the TicketSearch).

[GMunjal]

I tried to edit the code, but it is not successful! Sorry I am new to otrs. Please help me!

[crythias]

Edit Config.pm
find and modify the following in the Customer User Map:

Code: Select all

             [ 'UserLogin',      'Username',   'login',      1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketSearch;Subaction=Search;CustomerUserLogin=$Data{"UserLogin"}', 0 ],

If you don't have the Customer User Map, you'll need to copy from Defaults.pm to Config.pm (All of $Self->{CustomerUser} )

[GMunjal]

My Problem is:
For a particular ticket type only tickets from the same customer can be linked.

I tried to do a lot of things but not succeeded. Please tell me the way to do so.

[crythias]

All linking must be done manually. Though you can search for related tickets, select them, then bulk link if you want. What I proposed was - click the username and see all tickets appropriate to that user.