Get Customer Name to Appear in Stat Report

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jason123
OTRS newbie
Posts: 33
Joined: 25 Apr 2016, 15:27
OTRS Version?: OTRS 5

Get Customer Name to Appear in Stat Report

Postby jason123 » 18 Jul 2016, 22:00

Does anyone know if there is a way to get the Customer Name in the Stat reports?

I can get the Customer ID and Customer User but that is it.

Thanks,
Jason

Eggllo
OTRS expert
Posts: 79
Joined: 09 Jun 2016, 14:27
OTRS Version?: 5.0.10

Re: Get Customer Name to Appear in Stat Report

Postby Eggllo » 18 Jul 2016, 22:09

Hey,

Check out Core::Ticket in sysconfig. The setting DynamicFieldFromCustomerUser::Mapping should let you map customer attributes to dynamic fields. Just make a dynamic field for the customer name, and then use that setting to map it. You should be able to show the resulting dynamic field in your stat reports.
OTRS v5.0.10 with ITSM extension.
MySQL database
Ubuntu 16.04 LTS

jason123
OTRS newbie
Posts: 33
Joined: 25 Apr 2016, 15:27
OTRS Version?: OTRS 5

Re: Get Customer Name to Appear in Stat Report

Postby jason123 » 21 Jul 2016, 16:45

Thank you, this is definitely the way I need to do it.

I checked out the documentation regarding this (did not notice it before) at http://otrs.github.io/doc/manual/admin/ ... stomeruser. However, I cannot seem to connect the dots on how to get it to work. Some questions are as follows:

  • I enabled both DynamicFieldFromCustomerUser::Mapping and Ticket::EventModulePost###930-DynamicFieldFromCustomerUser,but how do I set the latter to show customer names for existing customers rather than when the ticket is updated or when the ticket is created?
    • I have configured Ticket::Frontend::AgentTicketFreeText###DynamicField as follows, is it correct?
      • Key=CustomerFirstname; Content=1
    • When creating the dynamic field, how do I specify its Name, Label, Default Value, etc. to get the customer names to appear in this field?

    Thank you for your help,
    Jason

    nice2cu
    OTRS newbie
    Posts: 21
    Joined: 22 Nov 2010, 18:44
    OTRS Version?: 5.0.20
    Real Name: Robert Langhammer
    Company: emaxit

    Re: Get Customer Name to Appear in Stat Report

    Postby nice2cu » 31 Jan 2018, 16:05

    Is there now a solutioGreetings, Robert

    jason123
    OTRS newbie
    Posts: 33
    Joined: 25 Apr 2016, 15:27
    OTRS Version?: OTRS 5

    Re: Get Customer Name to Appear in Stat Report

    Postby jason123 » 09 Mar 2018, 17:41

    Hello nice2cu,

    I have moved onto other things, this has been moved lower on my priority list. However, my conclusion, when I find time to work on it again, is to hook the module or template and make the modification in Perl. I have been doing this more and more using the otrs/Custom/ dir.

    Thanks,
    j


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