I need to allow to my customer user to see defined part of CMDB. Most important is to show him CIs which have the Customer user in Owner field. Another need is to show CIs linked with services customer uses. For example to allow read some parts of documentation stored in CMDB.
The new CIC in 3.2 is a step to some CRM in OTRS.The X-OTRS headers are a great way to set information on ticket creation. It would be great when you could ADD a CustomerUser / Company record this way similair as the X-OTRS-DynamicField-[fieldname]: [value] syntax
I suggest to implement a function to automatically set freefields with values from CustomerUser Backend on a special event.
E.g. Add users costunit from a AD to a freefield on customer update.
(Enhance TicketFreeFieldDefault.pm with a few lines of code.)
To create a 2 factor token, currently a software of a third party would be required. In my opinion, it would be more user-friendly to have a button in OTRS user 's preferences window, which would generate such a 2 factor token.
I suggest to split the behaviour of customer login and customer key, so one can have a login name that doesn't need to be the unique identifier for the customer contact details.
very common ...
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... more »