Customer Templates based on customer login [SOLVED]
-
- Znuny newbie
- Posts: 11
- Joined: 18 Jul 2013, 14:28
- Znuny Version: 3.1.4
- Real Name: Alonso Ruiz
Customer Templates based on customer login [SOLVED]
Hello all,
I'm using OTRS 3.1.4 with KIX4OTRS 4.2.1. I've created some customer templates with the feature provided by KIX.
The problem is that all customer accessing the platform are able to see all templates on "Tickets templates":
Is there any way to make the visible templates depending on the customer?
Thank you and regards,
I'm using OTRS 3.1.4 with KIX4OTRS 4.2.1. I've created some customer templates with the feature provided by KIX.
The problem is that all customer accessing the platform are able to see all templates on "Tickets templates":
Is there any way to make the visible templates depending on the customer?
Thank you and regards,
You do not have the required permissions to view the files attached to this post.
Last edited by alonso5 on 14 Aug 2013, 09:34, edited 1 time in total.
OTRS 3.1.4 on Linux with MySQL database and KIX4OTRS
-
- Znuny newbie
- Posts: 11
- Joined: 18 Jul 2013, 14:28
- Znuny Version: 3.1.4
- Real Name: Alonso Ruiz
Re: Customer Templates based on customer login
Hi all,
Is there any idea over there? It's really not very appropriate to have templates from different customers in the same window and visible for all of them.
Thank you in advance and regards,
a.
Is there any idea over there? It's really not very appropriate to have templates from different customers in the same window and visible for all of them.
Thank you in advance and regards,
a.
OTRS 3.1.4 on Linux with MySQL database and KIX4OTRS
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Customer Templates based on customer login
You'd use customer based themes. Besides, the templates should be rather agnostic. That is to say, the demographic information is attached by who submits a ticket. Further making the *ticket* customer centric doesn't make sense. If you could give an example about *why* these templates are customer centric and why you want to do this specialization for every customer, perhaps we could suggest how to provide the same result with variables.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
- Znuny wizard
- Posts: 315
- Joined: 09 Jan 2007, 15:24
- Znuny Version: OTRS 5.0.x
- Real Name: Torsten
- Company: c.a.p.e. IT GmbH
- Location: Chemnitz
- Contact:
Re: Customer Templates based on customer login
Yes, there is: Ticket::QuickTicketByDefaultSet::Customer###UserAttributeRestrictionalonso5 wrote:Hello all,
I'm using OTRS 3.1.4 with KIX4OTRS 4.2.1. I've created some customer templates with the feature provided by KIX.
The problem is that all customer accessing the platform are able to see all templates on "Tickets templates":
Is there any way to make the visible templates depending on the customer?
- Key: string consisting of template ID (see URL when editing ticket template + "::" + some customer user attribute; example: 1::UserLogin - for template 1 check for UserLogin
- Value: some regexp which must mach the value customer user attribute defined after "::" in key, in order to show ticket template; example:"(.*)" - for everyone
"1::CustomerCompany" => "(Acme.*|MyCompany.*)" => this shows the ticket template with ID 1 only for customer users which have a attribute CustomerCompany with company "Acme <something>" or "MyCompany <something>".
regards, T.
--
KIX 17.x (fork of OTRS)
Professional KIX-, or OTRS-integration, development and consulting by c.a.p.e. IT - http://www.cape-it.de
For questions and hints regarding KIX(4OTRS) please go to https://forum.kixdesk.com/
Bei Fragen und Hinweisen zu KIX(4OTRS) bitte an https://forum.kixdesk.com/ wenden.
KIX 17.x (fork of OTRS)
Professional KIX-, or OTRS-integration, development and consulting by c.a.p.e. IT - http://www.cape-it.de
For questions and hints regarding KIX(4OTRS) please go to https://forum.kixdesk.com/
Bei Fragen und Hinweisen zu KIX(4OTRS) bitte an https://forum.kixdesk.com/ wenden.
-
- Znuny newbie
- Posts: 11
- Joined: 18 Jul 2013, 14:28
- Znuny Version: 3.1.4
- Real Name: Alonso Ruiz
Re: Customer Templates based on customer login
Thank you Crythias and tto for your answers.
I'll try with Ticket::QuickTicketByDefaultSet::Customer###UserAttributeRestriction and let you know if it works for us.
Crythias, we have several fields applying only in specific customers. This information is given by the customer in the description field of the ticket since we can't use dynamic fields depending of the customer... So we thought a solution based on templates.
Regards,
I'll try with Ticket::QuickTicketByDefaultSet::Customer###UserAttributeRestriction and let you know if it works for us.
Crythias, we have several fields applying only in specific customers. This information is given by the customer in the description field of the ticket since we can't use dynamic fields depending of the customer... So we thought a solution based on templates.
Regards,
OTRS 3.1.4 on Linux with MySQL database and KIX4OTRS
-
- Znuny newbie
- Posts: 11
- Joined: 18 Jul 2013, 14:28
- Znuny Version: 3.1.4
- Real Name: Alonso Ruiz
Re: Customer Templates based on customer login
Hi tto,
I've tried with Ticket::QuickTicketByDefaultSet::Customer###UserAttributeRestriction but it doesn't work:
I can see two templates no matter what user login. Templates IDs are correct. Do I need to complete ###TemplateRefistration? I have tried to define the templates' name here without success.
Am I doing something wrong?
Thank you and regards,
I've tried with Ticket::QuickTicketByDefaultSet::Customer###UserAttributeRestriction but it doesn't work:
I can see two templates no matter what user login. Templates IDs are correct. Do I need to complete ###TemplateRefistration? I have tried to define the templates' name here without success.
Am I doing something wrong?
Thank you and regards,
You do not have the required permissions to view the files attached to this post.
OTRS 3.1.4 on Linux with MySQL database and KIX4OTRS
-
- Znuny newbie
- Posts: 11
- Joined: 18 Jul 2013, 14:28
- Znuny Version: 3.1.4
- Real Name: Alonso Ruiz
Re: Customer Templates based on customer login
Hi all,
maybe I can try to insert this restrictions in Config.pm or ZZZAuto.pm, what do you think? Would it be the sintax something like this?:
$Self->{'Ticket::QuickTicketByDefaultSet::Customer###UserAttributeRestriction'}->{'????????''} = {
'1::CustomerCompany' => '(Acme.*|MyCompany.*)'
}
Must I use Config.pm or ZZZAuto.pm?
Thank you and regards,
maybe I can try to insert this restrictions in Config.pm or ZZZAuto.pm, what do you think? Would it be the sintax something like this?:
$Self->{'Ticket::QuickTicketByDefaultSet::Customer###UserAttributeRestriction'}->{'????????''} = {
'1::CustomerCompany' => '(Acme.*|MyCompany.*)'
}
Must I use Config.pm or ZZZAuto.pm?
Thank you and regards,
OTRS 3.1.4 on Linux with MySQL database and KIX4OTRS
-
- Znuny wizard
- Posts: 315
- Joined: 09 Jan 2007, 15:24
- Znuny Version: OTRS 5.0.x
- Real Name: Torsten
- Company: c.a.p.e. IT GmbH
- Location: Chemnitz
- Contact:
Re: Customer Templates based on customer login
Hi there,
finally the forum is reachable again. Even though I got some mails I was not able to log in. So it took a while.
(1) two customer users with login "aschweitzer" and "rkoch"
(2) I created tow ticket templates name "ASchweitzer-Only" and "RKoch-Only"
(3) configure Ticket::QuickTicketByDefaultSet::Customer###UserAttributeRestriction
...which means: "ticket template 'ASchweitzer-Only' is NOT shown to customer users where the customer users login does NOT look like '.*aschweitzer.*'".
...which means: "ticket template 'RKoch-Only' is NOT shown to customer users where the customer users login does NOT look like '.*rkoch.*'".
Of course you can also restrict the listing of ticket templates based on other attributes than "UserLogin", like "UserCompanyName" or whatever you define in your Config.pm / Customer data backend configuration - another sample:
...if only customer users of company "Acme*" or "MyCompany*" should be able to use the template.
...if customer users of company "Acme*" or "MyCompany*" should NOT be able to use the template.
regards, T.
finally the forum is reachable again. Even though I got some mails I was not able to log in. So it took a while.
Nope - my fault. Actually using the ID of the template was considered a bug. Therfore it was fixed and now you must/can use the name of the ticket template to configure a template restriction. Keep in mind, that you define who can NOT see the template. Some example:alonso5 wrote: [...] I've tried with Ticket::QuickTicketByDefaultSet::Customer###UserAttributeRestriction but it doesn't work:
I can see two templates no matter what user login. Templates IDs are correct. Do I need to complete ###TemplateRefistration? I have tried to define the templates' name here without success.
Am I doing something wrong?
(1) two customer users with login "aschweitzer" and "rkoch"
(2) I created tow ticket templates name "ASchweitzer-Only" and "RKoch-Only"
(3) configure Ticket::QuickTicketByDefaultSet::Customer###UserAttributeRestriction
Code: Select all
ASchweitzer-Only::UserLogin => ^(?:(?!aschweitzer).)*$
Code: Select all
RKoch-Only::UserLogin => ^(?:(?!rkoch).)*$
Of course you can also restrict the listing of ticket templates based on other attributes than "UserLogin", like "UserCompanyName" or whatever you define in your Config.pm / Customer data backend configuration - another sample:
Code: Select all
TemplateName::UserCustomerCompany => ^(?:(?!(Acme.*|MyCompany.*)).)*$
Code: Select all
TemplateName::UserCustomerCompany => (Acme.*|MyCompany.*)
regards, T.
--
KIX 17.x (fork of OTRS)
Professional KIX-, or OTRS-integration, development and consulting by c.a.p.e. IT - http://www.cape-it.de
For questions and hints regarding KIX(4OTRS) please go to https://forum.kixdesk.com/
Bei Fragen und Hinweisen zu KIX(4OTRS) bitte an https://forum.kixdesk.com/ wenden.
KIX 17.x (fork of OTRS)
Professional KIX-, or OTRS-integration, development and consulting by c.a.p.e. IT - http://www.cape-it.de
For questions and hints regarding KIX(4OTRS) please go to https://forum.kixdesk.com/
Bei Fragen und Hinweisen zu KIX(4OTRS) bitte an https://forum.kixdesk.com/ wenden.
-
- Znuny newbie
- Posts: 11
- Joined: 18 Jul 2013, 14:28
- Znuny Version: 3.1.4
- Real Name: Alonso Ruiz
Re: Customer Templates based on customer login [SOLVED]
Thank you!
It works perfectly.
Regards,
It works perfectly.
Regards,
OTRS 3.1.4 on Linux with MySQL database and KIX4OTRS
Re: Customer Templates based on customer login [SOLVED]
Hello,
is it also possible to work with wildcards for Key?
Something like
ASchweitzer****::UserLogin => ^(?:(?!aschweitzer).)*$
so that customer can see all templates which start with Aschweitzer?
Regards Tim
is it also possible to work with wildcards for Key?
Something like
ASchweitzer****::UserLogin => ^(?:(?!aschweitzer).)*$
so that customer can see all templates which start with Aschweitzer?
Regards Tim
Grüße
Tim
aktuell im Einsatz: hauptsächlich OTRS 5.0.34 auf Debian mit ein paar Erweiterungen.
Tim
aktuell im Einsatz: hauptsächlich OTRS 5.0.34 auf Debian mit ein paar Erweiterungen.
-
- Znuny wizard
- Posts: 315
- Joined: 09 Jan 2007, 15:24
- Znuny Version: OTRS 5.0.x
- Real Name: Torsten
- Company: c.a.p.e. IT GmbH
- Location: Chemnitz
- Contact:
Re: Customer Templates based on customer login [SOLVED]
...sorry - nope, this is not possible. Regex only apply to the right site of this expression.tim78 wrote:Hello,
is it also possible to work with wildcards for Key?
Something like
ASchweitzer****::UserLogin => ^(?:(?!aschweitzer).)*$
so that customer can see all templates which start with Aschweitzer?
regards, T.
--
KIX 17.x (fork of OTRS)
Professional KIX-, or OTRS-integration, development and consulting by c.a.p.e. IT - http://www.cape-it.de
For questions and hints regarding KIX(4OTRS) please go to https://forum.kixdesk.com/
Bei Fragen und Hinweisen zu KIX(4OTRS) bitte an https://forum.kixdesk.com/ wenden.
KIX 17.x (fork of OTRS)
Professional KIX-, or OTRS-integration, development and consulting by c.a.p.e. IT - http://www.cape-it.de
For questions and hints regarding KIX(4OTRS) please go to https://forum.kixdesk.com/
Bei Fragen und Hinweisen zu KIX(4OTRS) bitte an https://forum.kixdesk.com/ wenden.