Add another customer when creating a ticket

senga0016 · Post by **senga0016** » 29 Jun 2011, 14:30

Hi,

i'm new to OTRS and i use 3.0.
When I create a phone ticket, I'd like to add another field where we can select one of the customer of the database. Like the one: "From customer" and "Options: [Customer]".
I've searched a little and tried free fields but i don't know how to do it. Is it possible?

Thanks!

Post by **crythias** » 29 Jun 2011, 15:49

You want two customers on a ticket? Create the first one and split the ticket.

senga0016 · Post by **senga0016** » 29 Jun 2011, 15:53

Not exactly, I would like the customer on the ticket as usual and another field with another customer who can't see the ticket (but it would help me to have him link to the ticket). I'm not sure i'm clear

Post by **crythias** » 29 Jun 2011, 16:01

If it's simply a plain text field, TicketFreeText would be the way to go.

senga0016 · Post by **senga0016** » 29 Jun 2011, 16:07

It's not really a plain text field because i would like to be able to select a customer from the database.
And I don't want to split it because I just want one ticket.
Any idea?

senga0016 · Post by **senga0016** » 08 Jul 2011, 10:12

No idea? Even if I have to change the code, it's ok. I really need the second customer.

Post by **crythias** » 08 Jul 2011, 14:12

What difference does it make? You're not interacting with the other customer, so unless you need it for reporting, and even that counting how many times you add that exact second customer...

senga0016 · Post by **senga0016** » 08 Jul 2011, 14:18

Yes I need it for stats: one customer is the one who create the ticket and the other is concerned by the ticket. And I would like to know how many customers are concerned by a ticket and how many ticket a customers is linked to.
I don't want to split the ticket, to keep the real number of ticket.

Post by **crythias** » 08 Jul 2011, 14:30

does the second person change for the same first person? Is it possible you can PostMaster Filter or generic-agent assign this entry?

senga0016 · Post by **senga0016** » 08 Jul 2011, 14:34

It could be the same person than the first one but not always. And I don't understand what you mean.

Post by **crythias** » 08 Jul 2011, 14:46

Customer A submits a ticket. Customer B is concerned by the ticket.
Customer A submits another ticket. Is Customer B the same person concerned by the ticket?

Customer C submits a ticket. Does customer C always have the same second customer concerned by the ticket?

senga0016 · Post by **senga0016** » 08 Jul 2011, 14:49

No. It can be A/B, A/C, B/C.... There is no rule.

senga0016 · Post by **senga0016** » 11 Jul 2011, 15:58

What do you think I should do?

senga0016 · Post by **senga0016** » 15 Jul 2011, 14:47

Please, it's becoming urgent.

Post by **crythias** » 15 Jul 2011, 23:01

I think you should pay for support or use a ticketfreetext.

Znuny Open Source Ticketsystem

Add another customer when creating a ticket

Add another customer when creating a ticket

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Re: Add another customer when creating a ticket

Re: Add another customer when creating a ticket