[dev] OTRS 2.2: native ticket types - example, documentation?

[Alexander Scholler]

Hi Gerhard,

first, you have to activate Ticket::Type.
Then, search for TicketType within Sysconfig.
You get all sites where you can enable the possibility of changing the 
TicketType.
The list of available TicketTypes can be modified in Admin > Type.

Example for ticket-types:
If you install the ITSM-packages, these ticket-types are available:
Incident  	gültig  	23.04.2007 08:17  	23.04.2007 08:17
Incident::Disaster 	gültig 	23.04.2007 08:17 	23.04.2007 08:17
Incident::ServiceRequest 	gültig 	23.04.2007 08:17 	23.04.2007 08:17
Problem 	gültig 	23.04.2007 08:17 	23.04.2007 08:17
Problem::KnownError 	gültig 	23.04.2007 08:17 	23.04.2007 08:17
Problem::PendingRfC 	gültig 	23.04.2007 08:17 	23.04.2007 08:17
default 	gültig 	20.04.2007 08:17 	20.04.2007 08:17

I don't yet know any places in OTRS where the ticket-type is relevante 
for further actions. I think it's "just" for your own documentation.

Bye, Alex

Gerhard Weber schrieb:
> Hi everybody,
> 
> I just installed OTRS 2.2 beta 4.
> One of the reasons for choosing OTRS was the new 2.2 feature "native ticket types".
> Quoting the documentation (http://doc.otrs.org/2.2/en/html/x48.html#new-features-of-2.2):
> "Support of native ticket types: Ticket types can now be managed over the admin interface. You do not longer need to use ticket free text field for this purpose. Installations which already use a ticket free text field for ticket type classification do not need to migrate. This feature will also be shown in zoom and print view for agents and customers and can be changed via the agent interface."
> 
> I didn't found anything else about this in the documentation or in the webinterface.
> The only thing I found was an unanswered question from May 2007 
> (http://www.mail-archive.com/otrs@otrs.org/msg17660.html).
> 
> Could somebody point me in the right direction how to configure and use native ticket types?
> 
> Thanks in advance,
> 
> gerhard
> 
> 
> --------------------------------------------
> Thus spake the master programmer:
> "Though a program be but three lines long,
> someday it will have to be maintained."
> 
> Gerhard Weber