Agent Interface¶
This package has no agent interface.
New Features¶
- Storing/changing customer user in a Customer field
After the dynamic field of the type Customer was configured in the Dynamic Fields screen and added to the different views, the functionality can get used. The contact fields will be displayed below the recipients for new tickets or otherwise in the dynamic fields block of the page. The exact position and label of the field depends on the field configuration.
If a customer number filter was configured the dynamic field will be locked and unchangeable as long as no customer is added to the ticket.
After inserting at least one character into the text field of the dynamic field a search over the configured customer databases starts. At this point the configured filter takes it place and removes unmatched customer users from the result set. To start a search for all available customer users for this field you can use the
*wildcard.- Showing Customer dynamic field values for a ticket
- To allow display of the Customer dynamic field values after the data was stored to the ticket, the different views (Ticket Zoom and Ticket Detail View) have to be configured accordingly.
- Using Customer dynamic field values for communication in a ticket
If a field has been configured to use the contacts for communication and the Reply or Reply All functionalities are used in the Ticket Zoom screen, all customer users stored in the respective field will be added to the configured recipient list (to, cc or bcc) unless they exist as a recipient already.
Note
The field must not be configured in the dynamic field section of
AgentTicketCompose.- Searching tickets for Customer dynamic field values
To allow searching of the Customer dynamic field values after the data was stored to the ticket the search view has to be configured accordingly.
See also
Add the name of the dynamic field to setting
Ticket::Frontend::AgentTicketSearch###DynamicField.Depending on the system configuration it is possible that the field has to be selected from the attributes drop-down list and added via clicking the + symbol.
The search works equals to the search for regular customer users. The login name of the customer user has to be used as search criteria.
Additionally it is possible to use wildcards in the Customer dynamic field search. For example searching for all tickets that have an otrs.com user stored in the dynamic field would look like this: *@otrs.com. To search all tickets with a mr.smith stored to it the criteria would look like this: mr.smith@*. If all tickets with a customer user login containing otrs should get searched, the search criteria would look like this: *otrs*.