Adding links to the Menu

[KPS]

I want to add a couple of links to my current menu. At the moment we have

Dashboard | Tickets | Statistics | Customers | Admin | SearchIcon

I want to add links to a couple of queues that we use more than most. I also want a link to the Customer Companies admin page (http://server/otrs/index.pl?Action=AdminCustomerCompany)

Also in the customer companies page, by default it shows no customers. I need to put a * in the search box to see them all. My plan is to link the customerID in the change customer page to the CustomerCompanies as a Customer User can link to more than one company, if that makes sense.

Are these changes easy enough to make?

[crythias]

My plan is to link the customerID in the change customer page to the CustomerCompanies

That would be CustomerCompanySupport.

Customer User can link to more than one company, if that makes sense.

Maybe, but not usually. Read this: viewtopic.php?f=60&t=7531

I want to add links to a couple of queues that we use more than most.

sure. just copy the link from the queue list and modify the .dtl to point to it. In my opinion, a direct link to a queue is rather pointless. You would probably rather focus on open tickets, my tickets, and per-customer open tickets, as they're more important, and can be handled via saved searches.

Also in the customer companies page, by default it shows no customers. I need to put a * in the search box to see them all

This has been done (search the forums) .

[KPS]

My plan is to link the customerID in the change customer page to the CustomerCompanies

That would be CustomerCompanySupport.

I've just uncommented this out in the defaults.pm file so that it reads CustomerCompanySupport -> 1

All that I can see that has happened is; when I open click on CustomerID link it opens the AgentTicketCustomer page and in the customer data section, there is more information on the customer.

My issue is as follows. We work with partners who we share customers with. So when Dave Smith from BTIT emails us, it could be for London Council, it could be for Manchester Council or it could be for Leeds council.

I set Dave Smiths account as a customer and for the customer ID I put in BTIT. Then in the customer company management page I setup three companies; BTIT - London Council, BTIT - Leeds Council and BTIT - Manchester Council.

When Dave emails us the, ticket has the ID of BTIT and I go in and change the CustomerID to the appropriate company. This is easy enough for this example but some of our partners have a lot more companies under them. This means that CustomerId's are changed to companies that don't exist or company names are spelt wrong.

I would prefer the CustomerID field to be a drop down box filled with CustomerCompany names or even just a list of company names at the side, so I could see which ones exist and what spelling or formatting was used.

Is this achievable either from config files or by writing some custom code?

[crythias]

I've just uncommented this out in the defaults.pm file so that it reads CustomerCompanySupport -> 1

Don't touch defaults.pm. Copy to Config.pm and edit there. Defaults.pm is overridden on updates.

When Dave emails us the, ticket has the ID of BTIT and I go in and change the CustomerID to the appropriate company.

why don't the companies each have a Company ID of BTIT? Edit: Set the companies as customers for this purpose.

I would prefer the CustomerID field to be a drop down box filled with CustomerCompany names or even just a list of company names at the side

The customerID field *is* a list when CustomerCompanySupport is enabled.

[KPS]

I've just uncommented this out in the defaults.pm file so that it reads CustomerCompanySupport -> 1

Don't touch defaults.pm. Copy to Config.pm and edit there. Defaults.pm is overridden on updates.

I've added the CustomerCompanySupport => 1; to the config.pm under OTRS\OTRS\Kernel\Config.pm, is this all there is to it?
I've logged out and back in again, but no restarted the OTRS service.

When Dave emails us the, ticket has the ID of BTIT and I go in and change the CustomerID to the appropriate company.

why don't the companies each have a Company ID of BTIT? Edit: Set the companies as customers for this purpose.

Becuase BTIT is just the partner company who are logging calls on behalf of the other customers. I'd like each company to have a seperate ID so we can tell them apart and to make it easier to report on how many calls each customer logs.

I would prefer the CustomerID field to be a drop down box filled with CustomerCompany names or even just a list of company names at the side

The customerID field *is* a list when CustomerCompanySupport is enabled.

I've checked in the Change customer of ticket page and the New ticket page and the CustomerID field is just a text field. The autocomplete is sometimes filled in to make it a bit easier but not always and not for all customers

[crythias]

The screenshot will always be a free text entry. The Admin Customers list will have a drop down list of Company CustomerIDs and then the CustomerID will indeed properly auto complete if you choose a customer properly in ticket creation.

Becuase BTIT is just the partner company who are logging calls on behalf of the other customers. I'd like each company to have a seperate ID so we can tell them apart and to make it easier to report on how many calls each customer logs.

I understand that. I think. But what I'm saying is that the Partner Company AND the Customers on behalf of the partner company should have the same CustomerID, and all of these are Customers in your database. (though I'd disable the web interface or "Company Tickets" entry for Customers on behalf of the partner company).

This fixes most everything, except if you have the Customers on behalf of the partner company being able to open tickets directly with your system or other Partner Companies being able to open tickets for the same Customers on behalf of the original partner company.

[KPS]

Thanks for your help as always crythias. Do you ever sleep or get anything else done.

I think I'm confusing myself as much as I'm confusing you.

I've now seen the Admin Customer Management page and the CustomerID is a drop down list of all CustomerID's and Company created in the Customer Company Management.

I think I understand what you are saying here. In that I should set different customers for each actual custom. So in my example: a customer for BTIT - Manchester, one for BTIT - London and one for BTIT - Leeds.

My issue with this is I have to assign an firstname, lastname, username and email to each of them. In my example I have used dave.smith@btit.com. But he might not be the only user from btit sending in emails.

We don't give any access of OTRS to the customers. We have 3 agent here who look after all tickets that arrive via email or are manually created.

[crythias]

But he might not be the only user from btit sending in emails.

Yes, until you define the indefinite pronouns and implied "for whom", we'll be missing each other.

Code: Select all

submitter           | submitter customerID | customer                | customerID
dave.smith@btit.com | BTIT                 | BTIT - Manchester       | BTIT

although, in general, it doesn't really matter what the submitter's customerID is unless you're eyeballing it for which BTIT - Manchester you're using.

Let's confuse things a bit more.
Submitters:
dave.smith@btit.com
john.jones@btit.com
julie.davis@mfakedomain.com
fred.george@anotherfakedomain.com

Define the submitter to customer relationship. (submitter to many, submitter to one, many to many, company to many anonymous of submitter, ...)
Define that you're trying to track the individual submitter or the company of the submitter.
Define what you want to report on (submitters, customers, relationship defined above).

The only proper way to have a company as customer is to do exactly that. Use BTIT for the first name and Manchester as the last name.

re: customer email for the "customer" ... you can use a mailinator account and just let it go to the void.

[thoqui]

Also in the customer companies page, by default it shows no customers. I need to put a * in the search box to see them all

This has been done (search the forums) .[/quote]

I didn't find it.
Can you me tell more about it ?

Thanks