I am quite new to OTRS and have prepared a production setup. I have pretty much all else in place as I want them. Agents are authenticated with LDAP, notifications etc. are working.
In first phase this will be used only for email exchange and customer portal will follow in future. Customer users are still needed for composing mails (search functionality),
grouping tickets by source customer company etc.
But the Customer User/Customer Company management are not quite there. I may have missed something, although I have tried to do quite a lot of research:
1. Customer User creation - the problem being that there seems no convenient way to do this.
For example, what would be useful:
- When email received from a user that is not in database -> simple way to create a user from this, with name, email, etc pre-filled
- Setting user login same as user email automatically
- Setting CustomerID same as e-mail automatically (this could be changed later using existing customer company (CustomerCompanySupport = 1))
2. Customer Company creation
Seems to me that CustomerID(customer_id) and Customer(name) are duplicate. Is there a way to omit Customer(name) completely and just use CustomerID(customer_id).
One solution might be to alter the customer_company database table and remove 'name' column, but sounds a bit risky? Havent found a configuration to do this.
Has anyone else considered the above and maybe found some solution or alternatives?
Any help is greatly appreciated
