[Solved] A few questions to verify *CustomerID*

[Burori]

So far I am very much impressed with OTRS. I have been able to figure out much of what my company is looking for in a IT Support Ticketing system. Everything is running smoothly until I noticed something.

I understand that the System uses CustomerID to associate tickets to whomever has that ID. I as well understand that the CustomerID needs to be unique, hence why by default it creates the CustomerID using the email of the person.

What I was wondering in regards to the CustomerID is, Is it possible to have CustomerID renamed to Company? If it is not possible then its no biggy. I have been using my Company's client's company names as the IDs and everything is running smoothly but I can foresee questions arising from management inquiring on what the purpose of CustomerID in weekly reports would have.

If this question has already been answered before I apologize. I ran a few search checks in the Forums and google searched, as well as looked through the OTRS Admin book but I have not been able to find anything as of yet.

Any insight on this would be greatly appreciated.

[crythias]

No, CustomerID doesn't have to be unique.
Read this, but ask your question here. http://forums.otrs.org/viewtopic.php?f=60&t=7531

[Burori]

Thanks a lot for the quick response Crythias.

Actually I was wondering on a few things. Stuff like the CustomerID field that you see when viewing tickets, when creating tickets, or creating a Customer Account. Is it possible to change only the word CustomerID to say, Company but the entire values of CustomerID to remain the same?

As well is it possible for the Service option that you can enable to something like: Category?

My main goal is to customize CustomerID to show up as Company in the OTRS system. I would like to know if there is a simple method to do this that won't affect the scripts too much, like just renaming it but allowing its values to remain the same.

I guess what I am basically asking is, is there a master file that defines all these values? CustomerID, Service, SLA, etc etc.

Looking into the thread that you requested I saw

Code: Select all

    
my $TicketID = $TicketObject->TicketCreate(
        TN            => $TicketObject->TicketCreateNumber(), # optional
        Title         => 'Some Ticket Title',
        Queue         => 'Raw',              # or QueueID => 123,
        Lock          => 'unlock',
        Priority      => '3 normal',         # or PriorityID => 2,
        State         => 'new',              # or StateID => 5,
        Type          => 'normal',           # or TypeID => 1, not required
        Service       => 'Service A',        # or ServiceID => 1, not required
        SLA           => 'SLA A',            # or SLAID => 1, not required
       [color=#FF0000] CustomerID    => '123465',[/color]
        CustomerUser  => 'customer@example.com',
        OwnerID       => 123,
        ResponsibleID => 123,                # not required
        ArchiveFlag   => 'y',                # (y|n) not required
        UserID        => 123,
    );

If anything I said earlier was incorrect please let me know.

[crythias]

The *easiest* way to do what you request is to add a custom translation in Kernel/Language.

copy and rename xx_Custom.pm to en_Custom.pm
edit the Package in the file

Code: Select all

package Kernel::Language::en_Custom;

later, either add individual Translations:

Code: Select all

    $Self->{Translation}->{'CustomerID'}   = 'Company';

or inherit the translations and add a list: (pick one method.)

Code: Select all

        $Self->{Translation} = {
            %{$Self->{Translation}},
            # own translations
            'CustomerID' => 'Company',
        };

[Burori]

Ok. So I wrote up my custom config file.

Here is what it looks like:

Code: Select all

package Kernel::Language::en_Custom;

use strict;
use warnings;

use vars qw($VERSION);
$VERSION = qw($Revision: 1.10 $) [1];

sub Data {
    my $Self = shift;

    #$$START$$

    # own translations
    #$Self->{Translation}->{'Lock'}   = 'Lala';
    #$Self->{Translation}->{'Unlock'} = 'Lulu';

    # or a other syntax would be
        $Self->{Translation} = {
            %{$Self->{Translation}},
            # own translations
            CustomerID => 'Company',
			Service    => 'Category',
        };

    #$$STOP$$
}

1;

Upon saving it as en_Custom.pm, then restarting the system the information still remains the same. Is there a step I'm missing?

[crythias]

hm. I think you need to enclose the keys with apostrophes.
CustomerID => 'Company',
Service => 'Category',
becomes
'CustomerID' => 'Company',
'Service' => 'Category',

[Burori]

Thank you for the assistance so far Crythias.

Unfortunately that as well did not yield any changes to the OTRS. I still see CustomerID.


EDIT: Nevermind! I found the problem. My language was set to English (Canada) works perfectly now. THANKS!

[Burori]

I have one last question actually.

Is there a list of all the fields?

Scratch that. As soon as I changed line 879 in the TicketList.pm I got the desired results I was looking for.