Only open new agent ticket phone if customer exist

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fight12
OTRS newbie
Posts: 8
Joined: 02 Jan 2014, 12:54
OTRS Version?: 6.0.1

Only open new agent ticket phone if customer exist

Post by fight12 » 12 Mar 2019, 11:16

Hello,
I would like to know how to make possible a new agent ticket phone to be opened only if the selected customer is registered (the customer exist in the application).

Could you help me?
Thank you in advance.

fcasal
OTRS superhero
Posts: 327
Joined: 21 Apr 2014, 16:14
OTRS Version?: 6.0.18

Re: Only open new agent ticket phone if customer exist

Post by fcasal » 12 Mar 2019, 21:07

I am not sure about your question, because How can you selected a customer that is not registered?

fight12
OTRS newbie
Posts: 8
Joined: 02 Jan 2014, 12:54
OTRS Version?: 6.0.1

Re: Only open new agent ticket phone if customer exist

Post by fight12 » 13 Mar 2019, 11:00

Thank you fcasal.
Well I don't mind, the fact is that I want only to create tickets from a customer that exist (they appear in the drop-down FROM field), as we can do when using the API.

Regards

reneeb
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Re: Only open new agent ticket phone if customer exist

Post by reneeb » 14 Mar 2019, 10:45

That's not possible in stock OTRS. You would need to add some Perl code in Kernel/Modules/AgentTicketPhone.pm. It should be somewhere around this line: https://github.com/OTRS/otrs/blob/aaad4 ... ne.pm#L952
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

fight12
OTRS newbie
Posts: 8
Joined: 02 Jan 2014, 12:54
OTRS Version?: 6.0.1

Re: Only open new agent ticket phone if customer exist

Post by fight12 » 14 Mar 2019, 18:22

Thanks reneeb, this was the alternative option I was thinking about... I'll work on it

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