[otrs] Customer Info in Ticket Zoom

[Chris Jones]

Hi all;

Thanks for all the help so far. I've got OTRS up and working quite well.
Just trying to do some tidying up and modifications.

A client would like more information displayed about the customer
while in "Zoom" view.

Currently all that is displayed is the Customer's First name, Lastname
and username.

I would like to be able to add their phone number etc...to this display.

I have added this info already to the database, I just need it displayed
on the forms.

Could you give me a hint on where to look?

Thanks

Chris

[Keith Turner]

Chris:
snip

A client would like more information displayed about the customer while in

"Zoom" view.

Currently all that is displayed is the Customer's First name, Lastname and

username.

I would like to be able to add their phone number etc...to this display.
I have added this info already to the database, I just need it displayed on

the forms.

Could you give me a hint on where to look?

Can I second this? We have Company and Phone added to the customer_user table
on account creation, and they show up in the agent customer screen (similar to
instructions given in the 1.3 manual, but we figured it out ourselves by adding
to the customer map)

We'd like to display the customers phone number and company in the agents reply
by phone view, and the company in the customer info for both the email and
phone reply.

Is there a place where we can add to the string that gets created in the
generic.pm file? We've traced it back that far.

Keith

[Wim Fournier]

Hi,

Use the FreeText field already in OTRS. Don't add it to the database
yourself.
Have a look at the conversation with the subject: "Small Customization
of Customers and Tickets" I had before. It explains how to do this.

Grtz,

Wim

Post by Chris Jones
snip

A client would like more information displayed about the customer while in

"Zoom" view.

Currently all that is displayed is the Customer's First name, Lastname and

username.

I would like to be able to add their phone number etc...to this display.
I have added this info already to the database, I just need it displayed on

the forms.

Could you give me a hint on where to look?

Can I second this? We have Company and Phone added to the customer_user table
on account creation, and they show up in the agent customer screen (similar to
instructions given in the 1.3 manual, but we figured it out ourselves by adding
to the customer map)
We'd like to display the customers phone number and company in the agents reply
by phone view, and the company in the customer info for both the email and
phone reply.
Is there a place where we can add to the string that gets created in the
generic.pm file? We've traced it back that far.
Keith
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...

[Shawn Holland]

Post by Wim Fournier
Hi,
Use the FreeText field already in OTRS. Don't add it to the database
yourself.
Have a look at the conversation with the subject: "Small Customization
of Customers and Tickets" I had before. It explains how to do this.

Yes I did use the FreeText for the ticket modification and it worked
perfectly. Again Thank you very much for the pointer. The only problem is
that there is no field in the cutomer table that would support extra
information. (especially where I have to add about 10 fields) If I used
FreeText I would still have to add fields to the customer table in the DB.
Unless you know of another way to do it?

Regards,

Shawn Holland

[Chris Jones]

Keith;

Thanks for the hint. I'll poke around in generic.pm and see what I can
see. If you find anything further, let me know and I'll do the same.

-=cj

Post by Chris Jones
snip

A client would like more information displayed about the customer while in

"Zoom" view.

Currently all that is displayed is the Customer's First name, Lastname and

username.

I would like to be able to add their phone number etc...to this display.
I have added this info already to the database, I just need it displayed on

the forms.

Could you give me a hint on where to look?

Can I second this? We have Company and Phone added to the customer_user table
on account creation, and they show up in the agent customer screen (similar to
instructions given in the 1.3 manual, but we figured it out ourselves by adding
to the customer map)
We'd like to display the customers phone number and company in the agents reply
by phone view, and the company in the customer info for both the email and
phone reply.
Is there a place where we can add to the string that gets created in the
generic.pm file? We've traced it back that far.
Keith
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting f?r Ihr OTRS System?
=> http://www.otrs.de/

...

[Wim Fournier]

Hi,

Use the FreeText field already in OTRS. Don't add it to the database
yourself.
Have a look at the conversation with the subject: "Small Customization
of Customers and Tickets" I had before. It explains how to do this.

Grtz,

Wim

Post by Chris Jones
Hi all;
Thanks for all the help so far. I've got OTRS up and working quite well.
Just trying to do some tidying up and modifications.
A client would like more information displayed about the customer
while in "Zoom" view.
Currently all that is displayed is the Customer's First name, Lastname
and username.
I would like to be able to add their phone number etc...to this display.
I have added this info already to the database, I just need it displayed
on the forms.
Could you give me a hint on where to look?
Thanks
Chris

...

[Shawn Holland]

Post by Keith Turner
Can I second this? We have Company and Phone added to the customer_user
table on account creation, and they show up in the agent customer screen
(similar to instructions given in the 1.3 manual, but we figured it out
ourselves by adding to the customer map)

I've been wanting to add aditional information to the customers. I've been
searching the online docs and mailing list but havn't found the example you
are talking about. Can you please show me what you did to acomplish this.

Thanks in advanced

Shawn Holland

[Keith Turner]

Shawn Holland:
I've been wanting to add additional information to the customers...

Keith adds:
Hi, we) - after much striving - finally figured it out. I'll post a version of
this to otrs mail as well. Comments welcome.

First add your fields to the database using whatever DB utility you want.

Then you have to add the fields to the customer map. To do this look for the
CustomerUser object in the default.pm config file, and copy it to the config.pm
file (leave the default.pm alone and make all your config changes in the
config.pm file - the config file is read after the default one, so it
overwrites any values in the prior)

Inside the CustomerUser object is a map object that starts "Map => [" which has
an array of arrays for each customer user field.

Here's my complete CustomerUser map:
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type,
http-link, readonly
[ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],
[ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],
# Added by Cloud Systems.
[ 'CustomerCompany', 'Company', 'company', 1, 1, 'var', '', 0 ],
[ 'CustomerTelephone', 'Telephone', 'telephone', 1, 1, 'int', '', 0 ],
],

We then added Company and Telephone fields to the creation of a customer
account and also put in some front end JavaScript validation to make some
fields required as well before a submit - as this currently required a server
call. Be sure to add your new fields to the end of the list, as some internal
function calls seem to use magic numbers to get the right elements so order
here is important.

To make the added fields show up in the customer information area of the pages
we wanted, we simply needed to change the "shown" parameter as listed into the
top comment a 1 instead of a 0.

Hope this helps. Feel free to ask more questions if this isn't clear, though
I'm still fighting with a lot of this myself. We also looked at using the
freetext fields, but to us they looked like they were too tied into the
freekeys and all their unwanted associated functionality.

We'd looked at this for a long time, and no answers to this simple question
despite multiple posts to both mail lists.

Ah, well - learned a lot.

Keith

[Chris Jones]

Kieth;

Post by Keith Turner
I've been wanting to add additional information to the customers...
Hi, we) - after much striving - finally figured it out. I'll post a version of
this to otrs mail as well. Comments welcome.

<SNIP>

Post by Keith Turner
To make the added fields show up in the customer information area of the pages
we wanted, we simply needed to change the "shown" parameter as listed into the
top comment a 1 instead of a 0.

Doh! I had this all done. I just didn't have the field filled in with a
value, so I figured it would still display the heading of "Phone:" but
it didn't. As soon as I placed a phone number in there, both the heading
and the number appeared! HOORAY!

-=cj

[Jason Turner]

Thanks for sharing your experience with the list, Keith. Much appreciated.

Special thanks for going on to mention your impression of using the free
fields... a feature that I'm having a tough time understanding
conceptually(you'd think their use would be straightforward but alas,
not to me). That's a clarification question I'll have to submit to the
list after a bit more exploration.

--
jt

Post by Keith Turner
I've been wanting to add additional information to the customers...
Hi, we) - after much striving - finally figured it out. I'll post a version of
this to otrs mail as well. Comments welcome.
First add your fields to the database using whatever DB utility you want.
Then you have to add the fields to the customer map. To do this look for the
CustomerUser object in the default.pm config file, and copy it to the config.pm
file (leave the default.pm alone and make all your config changes in the
config.pm file - the config file is read after the default one, so it
overwrites any values in the prior)
Inside the CustomerUser object is a map object that starts "Map => [" which has
an array of arrays for each customer user field.
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type,
http-link, readonly
[ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],
[ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],
# Added by Cloud Systems.
[ 'CustomerCompany', 'Company', 'company', 1, 1, 'var', '', 0 ],
[ 'CustomerTelephone', 'Telephone', 'telephone', 1, 1, 'int', '', 0 ],
],
We then added Company and Telephone fields to the creation of a customer
account and also put in some front end JavaScript validation to make some
fields required as well before a submit - as this currently required a server
call. Be sure to add your new fields to the end of the list, as some internal
function calls seem to use magic numbers to get the right elements so order
here is important.
To make the added fields show up in the customer information area of the pages
we wanted, we simply needed to change the "shown" parameter as listed into the
top comment a 1 instead of a 0.
Hope this helps. Feel free to ask more questions if this isn't clear, though
I'm still fighting with a lot of this myself. We also looked at using the
freetext fields, but to us they looked like they were too tied into the
freekeys and all their unwanted associated functionality.
We'd looked at this for a long time, and no answers to this simple question
despite multiple posts to both mail lists.
Ah, well - learned a lot.
Keith
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OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
=http://www.otrs.de/

...

[Wim Fournier]

Post by Shawn Holland

Post by Wim Fournier
Hi,
Use the FreeText field already in OTRS. Don't add it to the database
yourself.
Have a look at the conversation with the subject: "Small Customization
of Customers and Tickets" I had before. It explains how to do this.

Yes I did use the FreeText for the ticket modification and it worked
perfectly. Again Thank you very much for the pointer. The only problem is
that there is no field in the cutomer table that would support extra
information. (especially where I have to add about 10 fields) If I used
FreeText I would still have to add fields to the customer table in the DB.
Unless you know of another way to do it?

...

The only way I can think of is reverse track an existing field. So take
a field that belongs to the object customer and track it back into the
database. Then you will find out how it works and you can add your own.

Grtz,

Wim