Search customer using email/phone etc

[nid15]

Hello,

I am still deciding between OTRS and osticket.
OTRS has many good features but the biggest let down is that you cannot search on customer name "free form", We need to search using phone / email etc. Am I missing something or it cannot be done?

Thanks

[jojo]

you can search on all fields of a customner database which are configured for searching. Have a look on the admin manual (http://doc.otrs.org)

[nid15]

Thanks. Can you give me some tips on where to look at. I tried the config settings but could not pin point the one which would let me add more fields to the searchs

[crythias]

Config.pm...
CustomerUserSearchFields

[jojo]

http://doc.otrs.org/3.3/en/html/externa ... er-backend

[nid15]

Thanks! I found it in the Defaults.pm file. Should I be copying the changes into config or leave it in Defaults? Pro / Cons?
I am just surprised that this is not enabled by default installation. Are there any negatives to enabling search on other fields?

[crythias]

Should I be copying the changes into config or leave it in Defaults?

always copy to Config.pm and edit there. Defaults.pm gets overwritten on upgrade.

I am just surprised that this is not enabled by default installation.

It is enabled. Just not custom to you.

Are there any negatives to enabling search on other fields?

Additional fields that don't apply to normal searches are still referenced, which could slow things down.

[nid15]

Thanks! You were very helpful