OTRS 6 Improvement: Redesigned Address Book

Robert Ullrich03. Nov 2017 | DevelopmentMiscellaneous


The practical examples presented in our technical blog (blog.otrs.com) and now in the expert category in our FAQ blog section serve as a source of ideas and documentation to show what is theoretically possible with OTRS in concrete scenarios or sometimes even for more exotic configurations. All configurations presented here were developed under laboratory conditions as a proof of concept. 

We can only guarantee testing and implementation of these concepts to be error-free and productive if implemented in a workshop with one of our OTRS consultants. Without this, the responsibility lies with the customer himself. Please note that configurations from older OTRS versions may not work in the newer ones.

We have modernized the address book in OTRS 6. It’s now possible to search for all configured custom user and customer fields. This might be helpful in situations where you want to search for the city, country, website of the customer / customer user.

OTRS 6 AgentTicketEmailHave you recognized the new symbols behind “To customer user”, “Cc” and “Bcc”?. If you click on one of this symbols, the search address book search will open.

OTRS 6 Customer User Search

In this popup, you can use the predefined search filters or add additional ones.

OTRS 6 Customer User Search Result

After selecting one or more customer user(s), you can add them to the specific field.

OTRS 6 Customer User Added

Furthermore, did you know? Contributing to OTRS has never been that easy. Just head over to otrs.github.io to find all you need to get started. We’re looking forward to your great ideas!

azrdev at 21.03.2018, 11:01

How can I add addresses to the address book? The post shows how to add them from the book to a note & how to search, but not how to view the address book standalone, nor how to add to it.

Your email address will not be published. Required fields are marked *