Search customer using email/phone etc

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nid15
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Real Name: nid des
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Search customer using email/phone etc

Post by nid15 »

Hello,

I am still deciding between OTRS and osticket.
OTRS has many good features but the biggest let down is that you cannot search on customer name "free form", We need to search using phone / email etc. Am I missing something or it cannot be done?

Thanks
jojo
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Re: Search customer using email/phone etc

Post by jojo »

you can search on all fields of a customner database which are configured for searching. Have a look on the admin manual (http://doc.otrs.org)
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
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nid15
Znuny newbie
Posts: 5
Joined: 12 Feb 2014, 01:09
Znuny Version: 3.3.4
Real Name: nid des
Company: ims

Re: Search customer using email/phone etc

Post by nid15 »

Thanks. Can you give me some tips on where to look at. I tried the config settings but could not pin point the one which would let me add more fields to the searchs
crythias
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Re: Search customer using email/phone etc

Post by crythias »

Config.pm...
CustomerUserSearchFields
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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jojo
Znuny guru
Posts: 15020
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: Search customer using email/phone etc

Post by jojo »

"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
nid15
Znuny newbie
Posts: 5
Joined: 12 Feb 2014, 01:09
Znuny Version: 3.3.4
Real Name: nid des
Company: ims

Re: Search customer using email/phone etc

Post by nid15 »

Thanks! I found it in the Defaults.pm file. Should I be copying the changes into config or leave it in Defaults? Pro / Cons?
I am just surprised that this is not enabled by default installation. Are there any negatives to enabling search on other fields?
crythias
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Re: Search customer using email/phone etc

Post by crythias »

nid15 wrote: Should I be copying the changes into config or leave it in Defaults?
always copy to Config.pm and edit there. Defaults.pm gets overwritten on upgrade.
nid15 wrote:I am just surprised that this is not enabled by default installation.
It is enabled. Just not custom to you.
nid15 wrote:Are there any negatives to enabling search on other fields?
Additional fields that don't apply to normal searches are still referenced, which could slow things down.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
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nid15
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Posts: 5
Joined: 12 Feb 2014, 01:09
Znuny Version: 3.3.4
Real Name: nid des
Company: ims

Re: Search customer using email/phone etc

Post by nid15 »

Thanks! You were very helpful
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