Re: [otrs] Allowing agents to always select a customer code

[Bene]

 Hi,

thanks Never Min and Sujeeva  for the answers.

I found these settings also and did both these changes.
Agents can now select all the default services.

The customer code field is still grayed out by default.
I doesn't prevent the agents from creating a ticket so that's good.
However, I would like them to be able to select the customer company.

Any idea on how to allow this without creating a customer for a given 
customer code (company)?


Thanks,
Benedict
From: *Sujeeva Tissaarachchi* >

Date: 2016-07-12 7:41 GMT+02:00
Subject: Re: [otrs] Allowing agents to always select a customer code
To: "User questions and discussions about OTRS." >



Hi

To facilitate all services available to agents, you have two methods

1. If agent is also defined as a customer, then use "customer user 
<--> services" section in admin panel and assign services to 
agent/customer
2. Alternatively, make required services as Default Services using 
"Edit Default Services" link in "customer user <--> services" section

Best Regards,
Sujeeva Tissaarachchi



*From:* Never Min mailto:never@gmail.com>>
*To:* User questions and discussions about OTRS. >
*Cc:* User questions and discussions about OTRS. >

*Sent:* Tuesday, 12 July 2016, 9:05
*Subject:* Re: [otrs] Allowing agents to always select a customer code


- Same question about services. I want the agents to be able to
select all the
services.



First set Ticket::Service::Default::UnknownCustomer to YES
http://your.otrs.host//otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Core%3A%3ATicket;SysConfigGroup=Ticket

and edit default service:
http://your.otrs.host/otrs/index.pl?Action=AdminCustomerUserService

I hope this will help you.


-N



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Re: [otrs] Allowing agents to always select a customer code

[Renee B]

Am 12.07.2016 um 10:35 schrieb Bene:

 Hi,

thanks Never Min and Sujeeva  for the answers.

I found these settings also and did both these changes.
Agents can now select all the default services.

The customer code field is still grayed out by default.
I doesn't prevent the agents from creating a ticket so that's good.
However, I would like them to be able to select the customer company.

Any idea on how to allow this without creating a customer for a given 
customer code (company)?


Search for CustomerIDReadOnly in the SysConfig...



Thanks,
Benedict



--
Perl / OTRS development: http://perl-services.de
OTRS AddOn repository: http://opar.perl-services.de

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Re: [otrs] Allowing agents to always select a customer code

[Bene]

 Hi Renee,

thanks for the info. Changing CustomerIDReadOnly in the SysConfig works.

Is there a way to get a list of companies in the Customer code field, or 
with a kind of type ahead search?


Working with contacts might make it easier but there is no easy way for 
us to make all the customer contacts in advance.

I'm wondering how other folks are handling this.

Kind regards,
Benedict



-- Forwarded message --
From: *Renee B* >

Date: 2016-07-12 10:38 GMT+02:00
Subject: Re: [otrs] Allowing agents to always select a customer code
To: otrs@lists.otrs.org 


Am 12.07.2016 um 10:35 schrieb Bene:

 Hi,

thanks Never Min and Sujeeva  for the answers.

I found these settings also and did both these changes.
Agents can now select all the default services.

The customer code field is still grayed out by default.
I doesn't prevent the agents from creating a ticket so that's good.
However, I would like them to be able to select the customer company.

Any idea on how to allow this without creating a customer for a
given customer code (company)?


Search for CustomerIDReadOnly in the SysConfig...


Thanks,
Benedict



--
Perl / OTRS development: http://perl-services.de
OTRS AddOn repository: http://opar.perl-services.de


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Re: [otrs] Performance trouble,

[Mimiko]

On 08.07.2016 23:36, Ugo Bellavance wrote:

One page can be many components. On my OTRS system (3.3), the dashboard
involves 10 HTTP requests.  It would help you know if it is something
trivial like the call to get OTRS news for example.



This is what takes a lot of time:

index.pl?Action=AgentCustomerInformationC

Where Action can be any action.
Perl execution is very slow.
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