This feature allows to add contacts with data to tickets.
The data sources for this feature reside on the Dynamic Fields of the new Contact with data type, this mean that each dynamic field of this type is a new data source. The name of the dynamic field will become the name of the data source, as they are both the same.
For each data source (dynamic field) a list of contact attributes can be defined (each attribute can contain only one text based value). The contact attributes can be set as mandatory and searchable if needed. The sort order of the attributes can be also defined.
Contact attributes for each data source could contain any information about the contact as needed, such as different addresses, telephone, birthday, anniversaries, favorite food, hobbies, etc.
The attributes Name and ValidID are always mandatory and they are not
automatically added, so for each new data source these attributes must be added
manually.
Within the data source definition (or dynamic field configuration) they must be
represented by the keys Name and ValidID respectively while the values could
be Name and Validity for example.
After having at least one data source (Contact with data Dynamic Field) defined, contacts information can be added to the source to populate it.
Apart from the Name and ValidID, each data source could contain different
contact information as defined by the data source (e.g. a data source could have an
E-mail field while another could contain Telephone and/or Mobile fields).
The management (adding or updating) contact for the data sources is done by an special screen that can be called from the Ticket menu (Edit contacts with data) in the main navigation bar.
For each configured contact with data dynamic field, a contact created specifically for this dynamic field (or data source) can be chosen from any ticket create or ticket action screen where the dynamic filed has been previously configured.
The contact attributes will be shown in the ticket zoom screen.
System Configuration
AdminContactWithData::RunInitialWildcardSearchGroup: OTRSBusiness, Subgroup: Frontend::Admin::AdminContactWithData
Defines if a search with placeholder should be executed when initially calling the contact management.
Frontend::Module###AdminContactWithDataGroup: OTRSBusiness, Subgroup: Frontend::Agent::ModuleRegistration
Allows to distribute contact and contact detail management permissions via group definition.
An exemplary usage of contacts with data is as follows:
Create a new dynamic field of type Contact with data.
Set the possible contact attributes (possible values). Name and ValidID
are required for any Contact with data Dynamic Field.
Add Name attribute (Key: Name, Value: Name).
Add ValidID attribute (Key: ValidID, Value: Validity).
Add any other attribute such as Telephone attribute (Key:
Telephone, Value: Phone).
Add the list of mandatory attribute keys comma separated (Name and ValidID
are not needed).
Set the attribute key order list comma separated as: Name,Telephone,ValidID.
Add the list of searchable attribute keys comma separated (Name is not
needed).
Populate the data source by adding at least one contact in the newly created data source by using Tickets → Edit contacts with data screen from the main navigation bar.
Add the new dynamic field to the screen's configuration where it should be
shown. For example in New Phone Ticket screen by updating the system configuration
setting: Ticket::Frontend::AgentTicketPhone###DynamicField and do the same
for Ticket::Frontend::AgentTicketZoom###DynamicField.
Go to New phone ticket screen, and notice that the new field is there. Add all ticket needed information.
Select an existing contact using autocomplete and choosing a contact.
The assigned contact and its attributes will be shown in the ticket zoom screen.
It is possible to update the attributes of the contact by clicking the Edit
contact data button that appears in the right side of the title of the
contact data box (if the current user is a member of the groups defined
in system configuration setting Frontend::Module###AdminDynamicFieldContactWithData).
If is necessary to change the contact for this ticket, it can be done via any other ticket action where the dynamic field is configured for display.