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OTRS - change tickets history showing in new ticket based on customer User not Customer ID

I would like to change the tickets history that is showing when you start to create a new ticket based on the customer user that is starting the ticket creation and not on the Customer ID as is the default. Any guidance? Thank you.

Solution

  • Do you mean the open tickets that show on the right-hand side, in the Customer Information box? You can add history for the customer login rather than the customer ID by enabling Frontend::CustomerUser::Item###16-OpenTicketsForCustomerUserLogin and disabling Frontend::CustomerUser::Item###15-OpenTickets in SysConfig.

    If you'd mean the list of tickets that is shown on the bottom of the screen, the limitation to searching by customerid is unfortunately hard-coded in AgentCustomerSearch.pm so changing that would need code changes.