[SOLVED]how can i add attribute in config.pm into database
Moderator: crythias
[SOLVED]how can i add attribute in config.pm into database
HI, everyone
i want to add a table which shows the relationship between ticket and customers' departments , how can i do that, save the data from Active Directory into database table.
Thanks.
i want to add a table which shows the relationship between ticket and customers' departments , how can i do that, save the data from Active Directory into database table.
Thanks.
Last edited by BrianYin on 24 Oct 2012, 04:57, edited 2 times in total.
OTRS Version: 3.1.9
OS: windows 2003
ITSM 3.1.6
MySQL 5.xxx
OS: windows 2003
ITSM 3.1.6
MySQL 5.xxx
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Re: how can i add attribute in config.pm into database
Hi,
the only way is to create a new class in general catalogue and add its definition.
After that, you can use import/export functionality of OTRS and link tickets and customer departments.
Greetings
the only way is to create a new class in general catalogue and add its definition.
After that, you can use import/export functionality of OTRS and link tickets and customer departments.
Greetings
OTRS 3.2.8 - KIX4OTRS - ConfigureCallHome - ZnunyCustomerMap - running on CentOS 6.4 and MySQL
anyone who finds clerical errors can keep it...
anyone who finds clerical errors can keep it...
Re: how can i add attribute in config.pm into database
how can i link these two, you mean i creat a dapartment field in the ticket creatation page, let agent fill it? right?choenig wrote:Hi,
the only way is to create a new class in general catalogue and add its definition.
After that, you can use import/export functionality of OTRS and link tickets and customer departments.
Greetings
OTRS Version: 3.1.9
OS: windows 2003
ITSM 3.1.6
MySQL 5.xxx
OS: windows 2003
ITSM 3.1.6
MySQL 5.xxx
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- Znuny newbie
- Posts: 36
- Joined: 28 Sep 2012, 11:26
- Znuny Version: 3.1.10
- Location: 49° 54′ N, 10° 54′ O
Re: how can i add attribute in config.pm into database
you have to use the addon OTRS::ITSM. With it you are able to "link" e.g. any type of Hardware or in your case individual items with tickets, customers ...
Take a look at the admin manual of OTRS:ITSM: http://doc.otrs.org/itsm/2.0/en/html/
Take a look at the admin manual of OTRS:ITSM: http://doc.otrs.org/itsm/2.0/en/html/
OTRS 3.2.8 - KIX4OTRS - ConfigureCallHome - ZnunyCustomerMap - running on CentOS 6.4 and MySQL
anyone who finds clerical errors can keep it...
anyone who finds clerical errors can keep it...
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Re: how can i add attribute in config.pm into database
Why bother creating a table for this? You know who the customer is from the ticket. The customer source should have the department. If you need a direct correlation of department to ticket, use a mandatory ticket dynamic field that lists departments.BrianYin wrote:i want to add a table which shows the relationship between ticket and customers' departments
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Re: how can i add attribute in config.pm into database
yes, the customer information shows the department, thanks for your advice, if i put a mandatory ticket dynamic field it will bring agents more work to do~crythias wrote:Why bother creating a table for this? You know who the customer is from the ticket. The customer source should have the department. If you need a direct correlation of department to ticket, use a mandatory ticket dynamic field that lists departments.BrianYin wrote:i want to add a table which shows the relationship between ticket and customers' departments
so i was wondering the system can show customers' information, can it be saved? how can i do that? is there any connection with LDAP and local database.
OTRS Version: 3.1.9
OS: windows 2003
ITSM 3.1.6
MySQL 5.xxx
OS: windows 2003
ITSM 3.1.6
MySQL 5.xxx
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Re: how can i add attribute in config.pm into database
There are various options but none really nice.BrianYin wrote:so i was wondering the system can show customers' information, can it be saved?
copy/paste.BrianYin wrote:how can i do that?
No. the only customer information stored with a ticket is the login and customer_id.BrianYin wrote:is there any connection with LDAP and local database.
But if I were going to make it a bit easier ..., I'd hyperlink the department to populate the dynamic field that stores it.
oh. I don't know something like ... viewtopic.php?f=60&t=7787
where http-link might be
Code: Select all
[ 'UserDepartment', 'Department', 'department', 1, 1, 'var', '#" onclick="document.getElementById(\'DynamicField_department\').value=this.getAttribute(\'innerHTML\');', 0 ],
But of course, this doesn't fix anything retroactively, but you may consider either querying via api or doing some retroactive storing.
Or, some sort of department based queues.
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Re: how can i add attribute in config.pm into database
Really appreciate your help, i tried this code, but the department showed 'null'. why is that?crythias wrote: where http-link might beCode: Select all
[ 'UserDepartment', 'Department', 'department', 1, 1, 'var', '#" onclick="document.getElementById(\'DynamicField_department\').value=this.getAttribute(\'innerHTML\');', 0 ],
does it matter department is not english?
crythias: edited department to terminate apostrophe.
OTRS Version: 3.1.9
OS: windows 2003
ITSM 3.1.6
MySQL 5.xxx
OS: windows 2003
ITSM 3.1.6
MySQL 5.xxx
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Re: how can i add attribute in config.pm into database
I tried it outside of otrs and it worked for me, I guess there's something it didn't get when implemented this way. play around with javascript in another environment. (copy source to a text file and test it out. ) Yeah, maybe it could be a problem with Chinese.You can also use Generic Agent to push the values.BrianYin wrote:Really appreciate your help, i tried this code, but the department showed 'null'. why is that?crythias wrote: where http-link might beCode: Select all
[ 'UserDepartment', 'Department', 'department', 1, 1, 'var', '#" onclick="document.getElementById(\'DynamicField_department\').value=this.getAttribute(\'innerHTML\');', 0 ],
does it matter department is not english?
Department based queues may also help. I don't really like this method, but it is attached as attribute for ticket.
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Re: how can i add attribute in config.pm into database
BrianYin, why aren't you using the department as your CustomerID?
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Re: how can i add attribute in config.pm into database
Brilliant!!crythias wrote:BrianYin, why aren't you using the department as your CustomerID?
i changed a littte: remove getAttribute(),it worked. Thanks for all the help. Appreciate it!!
OTRS Version: 3.1.9
OS: windows 2003
ITSM 3.1.6
MySQL 5.xxx
OS: windows 2003
ITSM 3.1.6
MySQL 5.xxx