Using full name for autocomplete in customer reply To: field

[nltui]

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.

[root]

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

[nltui]

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'],

[root]

Hi Neil,

you'll find all possible settings for LDAP here and the explanation for CustomerUserListFields there.

- Roy