New Customer From Ticket

New Customer From Ticket

Radiant System

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Use Cases | Key features | User's Manual | Package installation | ConfigurationSystem requirementsRoadmap


    Use Cases

    Quick creation of a customer account and company account directly from the ticket.



    Key features

      • Creating a new customer from the ticket by e-mail
      • Creating a new customer in the phone ticket form


      User's Manual

      Creating a customer user and a customer company from a ticket

      If a new ticket arrives at OTRS from an e-mail address that was not previously registered in OTRS, the button "Create new customer" appears in the "Customer Information" block in the Ticket Zoom (Figure 3.1).

      Figure 3.1. Button location in the ticket

       

      To create a new customer it is necessary to:

      1. Click on the “Create a new customer” button. This opens the form for creating a customer account (Figure 3.2)


        Figure 3.2. New customer creation form

         

        2. To create a customer, you must fill in the form fields.

          When filling in the “Company ID” field, an existing company may be selected or a new one created. To create a new company, click on the "Create a new company" button (Figure 3.3) and fill in the form fields (step 3). After saving, the new company will be automatically inserted in the "Company ID" field.

          After filling in all the required fields, you must click the “Send” button, and a new customer user will be created.

          Figure 3.3. "Create a new company" button

           

          After a new customer user is created, it is assigned ticket customer user (Figure 3.5).

          Figure 3.5. Created customer is set as a customer in the ticket

          3.2. Adding a customer and customer company on phone ticket form

          In this case, the “Create new customer” button appears in the “Customer Information” block (Figure 3.6).

           

          Figure 3.6. “Create new customer” button

           

          When you click on the “Create new customer” button a form for creating a customer account with empty fields, where you should enter the data of a new customer user, is opened. The layout of the form and the composition of the fields is similar to the form described in section 3.1. “Create a customer and customer company from a ticket”.

           

           


          Package installation

          Please use the following URL to install the package utilizing the Admin Interface (please note that you need to be in the "admin" group).

          http://your-server/otrs/index.pl?Action=AdminPackageManager 

          The steps for installing the package are described in the official OTRS instructions for the Administrator.

           


          Configuration

           

          Module Configuration (in system configuration)

          The package can be configured via the System Configuration in the Admin Interface.

           Frontend::Admin::ModuleRegistration in the following settings:

          • Frontend::Module###AdminCustomerUser - defines groups of agents for which creation of a new user is available
          • Frontend::Module###AdminCustomerCompany - defines the groups of agents for which the creation of a new company is available
          • Frontend::Module###RS_AdminCustomerUser2 - defines groups of agents that have the ability to create tickets

           

          5.1.1. Frontend::Module###AdminCustomerUser

          Group name

          Field name

          Field value

          Group

           

          admin

           

          user

          Group only for reading

           

           

          Loader

           

          Core.Agent.TicketAction.js

          Type

          JavaScript

          Header:

          Customer Users

          Description:

          Edit Customer Users.

          Name in menu:

          Customers

          Menu:

          Group:

           

           

          Group only for reading:

          Description:

           

          Name:

          Customer User Administration

          Connect:

          Action=AdminCustomerUser;Nav=Agent

          Parameters in the link tag:

           

          Type:

           

          Priority:

          9000

          Section:

          ItemArea

          Menu:

          Customers

          Access key:

           

          Menu module:

          Module:

          Kernel::Output::HTML::NavBar::ModuleAdmin

          Name:

          Customer User

          Description:

          Create and manage customer users.

          Section:

          Customer

          Priority:

          300

          5.1.2. Frontend::Module###AdminCustomerCompany

          Group name

          Field name

          Field value

          Group

           

          admin

           

          user

          Group only for reading

           

           

          Loader

          Header:

          Customer Companies

          Description:

          Edit Customer Companies.

          Name in menu:

          Customers

          Menu:

          Group:

           

           

          Group only for reading:

          Description:

           

          Name:

          Customer User Administration

          Connect:

          Action=AdminCustomerUser;Nav=Agent

          Parameters in the link tag:

           

          Type:

           

          Priority:

          9100

          Section:

          ItemArea

          Menu:

          Customers

          Access key:

           

          Menu Module:

          Module:

          Kernel::Output::HTML::NavBar::ModuleAdmin

          Name:

          Customers

          Description:

          Create and manage customers.

          Section:

          Customer

          Priority:

          310

           

           

          5.1.3. Frontend::Module###RS_AdminCustomerUser2

          Attention! filling in this setting is mandatory for OTRS 5 (otherwise, agents will not be able to remove the recipient from the “Recipient”, “Copy”, etc. fields). For OTRS 4, it is not necessary to fulfil in this setting.

          Group name

          Field name

          Field value

          Group

           

          admin

           

          user

          Group only for reading

           

           

           

          Loader

           

          Core.Agent.TicketAction.js

          Type:

          JavaScript

          Header:

          Customer Companies

          Description:

          Edit Customer Companies.

          Name in menu:

          Customers

          Menu:

           

           

           

           


          System requirements

          Minimal requirements to hardware for OTRS:

          • Processor 3 GHz Xeon or comparable
          • RAM 8 GB RAM
          • Disk space 256 GB

          Software requirements:

          • OTRS Community Edition 6.0


            Roadmap