Many of our agents and client organizations really want to be able to use the customer's first or last name as well as email address for the autocomplete in the To: field in the ticket zoom for the customer reply. Currently the only option available is to try to use the autocomplete with the email addresses of the customers, which most of the time look nothing like the user's names.
Is there any way to change this. I think if it came down to an either/or situation, they would probably prefer using the pretty names.
Where is the autocomplete configured for this?
Thanks.
Using full name for autocomplete in customer reply To: field
Moderator: crythias
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Re: Using full name for autocomplete in customer reply To: field
Hi Neil,
The field which are searched in can be configure with the setting CustomerUserSearchFields of the CustomerUser configuration.
I suggest you use an LDAP, usually you'll find the configuration in the file Kernel/Config.pm.
- Roy
The field which are searched in can be configure with the setting CustomerUserSearchFields of the CustomerUser configuration.
I suggest you use an LDAP, usually you'll find the configuration in the file Kernel/Config.pm.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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Re: Using full name for autocomplete in customer reply To: field
I am using and Active Directory to query against. What you suggested worked.
Is there a way to get the results to list as something like: <John Smith> <jsmith@foo.com>
Right now they come up as: "jsmith" <jsmith@foo.com> (jsmith)
This makes it difficult to find the correct user based on the search results without the pretty name there.
From my Config.pm:
CustomerID => 'cn',
CustomerUserListFields => ['sAMAccountName', 'mail'],
CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail', 'sn', 'givenName'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 500,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
Is there a way to get the results to list as something like: <John Smith> <jsmith@foo.com>
Right now they come up as: "jsmith" <jsmith@foo.com> (jsmith)
This makes it difficult to find the correct user based on the search results without the pretty name there.
From my Config.pm:
CustomerID => 'cn',
CustomerUserListFields => ['sAMAccountName', 'mail'],
CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail', 'sn', 'givenName'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 500,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
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- Administrator
- Posts: 3961
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- Znuny Version: Znuny and Znuny LTS
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Re: Using full name for autocomplete in customer reply To: field
Hi Neil,
you'll find all possible settings for LDAP here and the explanation for CustomerUserListFields there.
- Roy
you'll find all possible settings for LDAP here and the explanation for CustomerUserListFields there.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?