Customer Service

Extend CustomerUser Information Center with Ticket Relations

In 50 % of our cases we receive issues not directly from the user in question, also the HRs or consultants sent requests for their users.

So we use Dynamic Field to add customerUser information to tickets and we wont loose the connection.

By using a dynamic Field type customer there should be a configuration possibility to show all issues where the field is filled in the customerUser information center.

At the moment I only see tickets where the customerUser is directly the CustomerUser or he has access to it. This widgets should be extended with this generic functionality.

As the name says "CustomerUser Information Center" - this should be the Place, where I have an overview about the relations inside OTRS from a specific CustomerUser.

Also the customerInformation in the AgentTicketZoom should contain these additional mappings.


Added screenshots are my idea how this could be implemented



Idea No. 1662