customer user service change [SOLVED]

[rvaldomir]

Hi,

We have the following issue.

Some users has no service available in Service window (but they have enabled some services in Customer User <-> Service.)

This only happens to users that has CustomerIDs enabled. and when a ticket is created we are changing the customer id with a generic job.

any idea?

[crythias]

Default service. Or because you changed the customer.

[rvaldomir]

default services are disabled.

yes we are changing customerid when ticket is created.

why we change it? because we have a customer who has 3 project (3 queues and 3 different custimerids) OTRS does not provide a way to link customer id <> queue

so we are running a generic agent job to assign the correct customer id that is related to the queue.

[rvaldomir]

more graphical:

our customerid is A and we added the follwing customerids A1, A2, A3.

each customerids matches a specific queue A1, A2, A3.

so the way we have to assign the correct customer Id to tickets in A1 queue is using generic agent job:

based on execution: ticket create
ticket filter: queue A1
ticket action: customerid A1

[rvaldomir]

I found the problem.

the generic agent is setting as null the customer user id, how to avoid this?

a.png

b.png

[crythias]

set the customer_user_id when setting the customer_id.

[rvaldomir]

yes, but... how to catch the current user_id and pass it there? could be a variable?

[crythias]

You don't want me to say the thing I always say, but here's another "Don't use customer based queues".

[rvaldomir]

yes OK, but this will happens also if you not use customer based queues.

I customerid update and this could happen even if you have a big support queue.

[crythias]

Yes, it could happen, but if you must have only customer_id change, submit it as a bug.

I have encountered this as well and unforunately the only/best way I've handled this is to actually do it directly in the ticket table.

But that's me, and I understand to myself that my data is my responsibility on this.

Still, you found the problem: no customerlogin on ticket = no service selectable.

[rvaldomir]

yes for some cases I made an update directly to DB and works.

the problem is that I need to have this working automatically probably I will have to create a trigger.

[rvaldomir]

solved with a database trigger