Associating tickets with company

[marcelomalcher]

Hello all,

First time in the forum and a new OTRS user. I have some questions and would appreciate any help.

1) There is a way to associate a ticket with a company instead of or in addition to associate with a customer?

2) How to associate users customers with a company? I read some info in the web that suggested me to do this by using the CustomerId field? This means that I will create a company TheABCompany and use its identification in the CustomerId field in the customer form. Is that right?!

3) This question is related to question 1. If I can associate a ticket with a company, it is possible to add a column to the ticket lists in the dashboard showing the company name? I ask this because this would speed up the work of my agents, who would know right away from which company a ticket was created.

Well, that's it. Hope you understand what I ask.

Thanks in advance,

Bests,

Marcelo

[yuri0001]

Hi!

I read some info in the web that suggested me to do this by using the CustomerId field? This means that I will create a company TheABCompany and use its identification in the CustomerId field in the customer form. Is that right?!

Yes.

If I can associate a ticket with a company, it is possible to add a column to the ticket lists in the dashboard showing the company name?

Unfortunately, as i know, it impossible without hard hardcoding, because company name field not present in Ticket table. It need to create new SQL request то another table.
Only CustomerId may be displayed more lightly . Search in forum for how do it:?

[Lorenzo_Marschall]

3) This question is related to question 1. If I can associate a ticket with a company, it is possible to add a column to the ticket lists in the dashboard showing the company name? I ask this because this would speed up the work of my agents, who would know right away from which company a ticket was created.

This has been discussed a couple of times. Try to fetch this entry: http://forums.otrs.org/viewtopic.php?f= ... 012#p25012

hth.

[marcelomalcher]

Thanks for the quick answer!

Well, what about the first question? It is possible to associate a ticket only with a company? Or perhaps with both?! When I mean with associating with a company, I mean having a widget just like the user widget, where the user options begin to appear as the agent types...

About showing the company name, you mentioned that it is needed hardworking. This is not a problem, but can you tell me the initial guidelines? Like, where I can change the SQL command that retrieves the list of tickets to show in the dashboard.

Thanks!

[crythias]

You can always make the company a customer.

[yuri0001]

About showing the company name, you mentioned that it is needed hardworking. This is not a problem, but can you tell me the initial guidelines? Like, where I can change the SQL command that retrieves the list of tickets to show in the dashboard.

Thanks!

Hi!
Try to look here: http://forums.otrs.org/viewtopic.php?f=60&t=5156

[marcelomalcher]

Thanks for the quick reply! It is nice to have a forum like this for OTRS technology.

Well, I understood what you said and suggested and decided to dig deep in the OTRS code files in order to achieve what I want.

First, I want to customize the AgentTicketPhone.dtl and AgentTicketEmail.dtl to have an auto-complete field for companies. OTRS has this today for customers, and when you choose a customer, the CustomerID field automatically receives the selected customer's CustomerID, right? I know that is pretty easy to remove this action, and then the CustomerID field would work totally independent. Well, looking to the code, I saw that the following files are used for the CustomerAutoComplete field:

a) The form files Kernel/Output/HTML/Standard/AgentTicketPhone.dtl and Kernel/Output/HTML/Standard/AgentTicketPhone.dtl
b) Kernel/Output/HTML/Standard/AgentCustomerSearch.dtl
c) var/httpd/htdocs/js/Core.Agent.CustomerSearch.js
d) Kernel/Modules/AgentCustomerSearch.pm
e) var/httpd/htdocs/js/Core.Agent.TicketAction.js

I realize that the customers options in the auto complete field must come from calls to the table customer_user. I believe I will have to create similar files and edit the form files and others in order to have this CompanyAutoComplete field, right? And of course, retrieve data from the table customer_company.

Am I right? Or I am missing something? Do you have any tip for me in order to faster this customization?

Oh, and the second customization will be the edition of dashboard views and ticket views in order to show in the grid (or table?) the name of the customer, the name of the company and the phone number of both.

Thanks in advance!

Marcelo

PS: I am using OTRS 3.0.10 & ITSM 3.0.5 with MySQL and Ubuntu