Reassign ticket to existing customer

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Lavitz
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Joined: 17 Dec 2015, 11:26
Znuny Version: 4.0.13
Real Name: Mikhail
Location: Moscow, Russia

Reassign ticket to existing customer

Post by Lavitz »

This may sound fundamentally strange, but in our practice, we have managers for our customers, that may forward the customers' questions to OTRS. Is it in any way possible, to "move" the ticket from an unassigned CustomerCompany to an existing one (apart from manually assigning the customer_id from a given ticket via database)?

The problem lies in mantaining a customer company/customer user database, with all the external emails being grouped correctly (or new customer users created from emails being assigned to specific companies manually), except from the emails from the managers, which may concern different customers at the same time.


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Edit:
The problem seems to extend from there being a strict limit to 1 possible customer_user_id (the source email in question) to only 1 email itself; it's not possible to create 2 different customer users with the same email, but different logins.
OTRS 4.0.13 on Debian 8.2 /w Perl 5.20.2
Apache 2.4.10 + MySQL 5.5.44
RStraub
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Znuny Version: 6.0.14
Real Name: Rolf Straub

Re: Reassign ticket to existing customer

Post by RStraub »

In OTRS 5.x you should have as ticket action the possibility to use Person -> Customer to assign a new customer (and thus a new customercompany-ID).
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
Lavitz
Znuny newbie
Posts: 5
Joined: 17 Dec 2015, 11:26
Znuny Version: 4.0.13
Real Name: Mikhail
Location: Moscow, Russia

Re: Reassign ticket to existing customer

Post by Lavitz »

Any way to do this in 4.x? Updating to 5.x would take much more time.
OTRS 4.0.13 on Debian 8.2 /w Perl 5.20.2
Apache 2.4.10 + MySQL 5.5.44
Lavitz
Znuny newbie
Posts: 5
Joined: 17 Dec 2015, 11:26
Znuny Version: 4.0.13
Real Name: Mikhail
Location: Moscow, Russia

Re: Reassign ticket to existing customer

Post by Lavitz »

This seems possible in otrs 4 as well (in the same action=agentticketcustomer menu, via rewriting the company ID manually), but brings a different problem.
If you have customer companies with an unknown list of clients, you may not use assigned client services after reassigning the customer company manually.

EG: the customer user with an email 1@1.com is fixed to the company ID "1", and the company has a fixed set of non-default services. If you receive a ticket from 1@1.com, you may choose the service in qustion from the set list. If, however, you receive a message from a different user (say, 2@1.com, that isn't registered as a client) from the same company, you may reassign the company from "2@1.com" to "1", but the service list remains the full default available list.
The list doesn't change in the ticket even if you manually add the user to an existing company and map out available services.

Is there any way to set the services for a whole company instead of a list of users? This is needed so as to not map 2 dozen services to 20 thousand (and possibly increasing) unique users that are unevenly spread out among ~1000 actual "users".
OTRS 4.0.13 on Debian 8.2 /w Perl 5.20.2
Apache 2.4.10 + MySQL 5.5.44
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