Change username and email of a customer

[Giulio Soleni]

Hi,
one of our customers ask us to change the username and email they use to logon to the OTRS console.
Since username is quite a "delicate" field that denote the customer itself I try this modification on a test system.
I noticed that there are almost 2 consequences:
1. the customer-groups settings are lost and have to be manually reset.
2. all the tickets (the closed tickets also) belonging to the customer must be re-assigned to the customer, since they still make reference to the old username.

Both these operations can be performed without too much work but I'd like to be sure there is not any other consequence I may have miss.

Do you know if the change of the username may lead to any other possible side-effects

Thank you,
Giulio

[crythias]

Yes, the customer's ticket history will not be available to the customer, considering the tickets will be under the original username.

This is modifiable by a generic agent mass update. (find all tickets with username [old username]. Set username [new username]). Note that this will also change the last modified date of all tickets, so if SLAs or reporting matter, understand the consequences of this action.

When a ticket is created, it is not linked to a customer index from a table, but rather to a customer username. This allows a customer entry to be removed and yet keep the ticket history available.

[Giulio Soleni]

Hi Crythias and thank you for the reply.

I do not think that in my case the last modified date due to the CustomerUpdate operation could be an issue, since we do not have specific SLAs for that customer.
Moreover the tickets belonging to this customer are 10 more or less... so I think that I can go through a manual update of the customer, ticket by ticket...

Anyhow I am not sure I completely understood what you mean by "customer's ticket history will not be available to the customer".
Do you mean that, without any CustomerUpdate operation (performed manually or via Generic Agent) the tickets are not visible at all by the customer on the customer interface? (ok, I am aware about that, and that's actually the reason we should go through the customer update operation for every ticket related to this customer)...

Or do you mean that the customer will lose some other information about its old tickets?

As far as I know the ticket history log can be seen by the agents only, not by the customers... am I wrong?

sorry If I may sound a little stubborn, but I would like to be sure of all the possible circumstances, before applying the modification in the production system

Giulio

[crythias]

Briefly: a customer will only see tickets in her "My Tickets" if the ticket matches the customer's username.
(there are other group membership permissions reasons why a customer may not see his ticket, too).

Specifically, when I'm talking about a customer's history, I mean the customer's old tickets won't show up on the customer side if her username doesn't match what's on the ticket.

On the agent side, the agent still will see the ticket.

Also, depending on whether it matters, a customer *might* also not see her old tickets in "company tickets" if you choose to change the customer_id to match the new email address.