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8.0

Contents

  • Introduction
  • Advanced Escalations
  • Advanced Generic Agent
  • Advanced Ticket Article Forward
  • Agent Email Interface
  • Automated FAQ Ticket Creator
  • Automatic Start of Processes
  • Calendar Resource Planning
  • CI Assignment Attribute Dynamic Field Map
  • CI References
  • CIs in Customer Frontend
  • Configuration Management Connector
  • Custom Contact Fields
  • Customer Frontend Link Object
    • Administrator Interface
    • Agent Interface
    • External Interface
  • Customer-specific Services
  • Dashboard News Widget
  • Data Privacy Protection
  • Delete Attachments
  • Dynamic Field Attachment
  • Dynamic Field Calculation
  • Dynamic Field CI
  • Dynamic Field Database
  • Dynamic Field Web Service
  • Dynamic Sender Addresses
  • Escalation Suspend
  • Extended Ticket Stats
  • Hide/Show Dynamic Fields
  • Link Object Connector
  • Out of Office
  • Process Management Article Email
  • Ready2Adopt ITSM Processes
  • Ready2Adopt Processes
  • Ready2Adopt Web Services
  • Restore Pending Information
  • Restrict Customer Data View
  • Service-based Queue Routing
  • Service Categories
  • State Pre-selection Response Templates
  • System Configuration History
  • System Monitoring
  • Ticket Forms
  • Ticket Invoker
  • Ticket Queue Selection
  • Ticket Watchlist
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  • Customer Frontend Link Object

Customer Frontend Link ObjectΒΆ

With this feature add-on, linked knowledge base articles, tickets and other objects, can be displayed in the ticket detail view of the external interface. In the system configuration, you can easily select whether you want to display linked tickets and/or knowledge base articles in the external interface.

In addition, the feature add-on ensures that only those linked tickets for which the customer user has read or write access rights are displayed. If this is not the case, linked tickets are not displayed to stop the customer user from receiving unnecessary error messages.

Benefits
  • More transparent communication with customers.
  • More efficient workflow to display knowledge base articles in the external interface.
  • Gives customers greater insight into the incident-solving process.
Target Groups
  • Internal and external IT
  • Customer service
  • Facility management
Available in Service Package
  • SILVER
Package Name in OTRS Package Manager
  • OTRSCustomerFrontendLinkObject

Contents

  • Administrator Interface
  • Agent Interface
  • External Interface
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