[otrs] Include Customer User field in Process Activity Dialog

[Saunders, Eric]

Hello,

 

I would like to include a Customer User field that performs a live search of existing customers in a Process Activity Dialog. The functionality would be identical to that of the Create New Phone Ticket screen or the process demonstrated at 11:12 of this webinar:

https://www.youtube.com/watch?v=piY4nZsmrOg

OTRS 3.3.12

[Nils Leideck]

On 21 May 2015, at 21:41, Saunders, Eric <esau...@ucsd.edu> wrote:

I would like to include a Customer User field that performs a live search of existing customers in a Process Activity Dialog. The functionality would be identical to that of the Create New Phone Ticket screen or the process demonstrated at 11:12 of this webinar:

You can select the "Customer" as a field in the Activity Dialog configurations.

-- Cheers, Nils 

[Eric Saunders]

Nils Leideck <nils.leideck <at> leidex.net> writes:

>
> On 21 May 2015, at 21:41, Saunders, Eric <esaunders <at> ucsd.edu> wrote:
>
> I would like to include a Customer User field that performs a live search
of existing customers in a Process Activity Dialog. The functionality would
be identical to that of the Create New Phone Ticket screen or the process
demonstrated at 11:12 of this webinar:
>
>
> You can select the "Customer" as a field in the Activity Dialog
configurations.
>
> -- Cheers, Nils 
>

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True, but not in a way that's visible to the Customer. The goal is to allow
Customers to submit on behalf of others.

Thanks,
+Eric
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[Gerald Young]

Eric writes:

The goal is to allow Customers to submit on behalf of others.

That doesn't sound safe. What will you do to prevent spamming and vandalism?

[Eric Saunders]

Gerald Young <crythias <at> gmail.com> writes:
>
> That doesn't sound safe. What will you do to prevent spamming and vandalism?

Our system will only be accessible thru the web portal - no email
submissions. Customer authentication is handled via LDAP and we've had this
functionality as part of another help desk system for years with no
incidents of abuse. We see it as a valuable feature that can of course be
worked around in OTRS, but it would be nice to streamline things as much as
possible.